Complaints Lead
Coinbase
Ready to be pushed beyond what you think you’re capable of?
At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.
To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.
Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.
While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.
The Global Complaints team is divided into three units, namely Consumer Complaints, Regulatory Complaints and Litigation Support. Each unit is made up of L2/L3 complaints analysts responsible for production work - they are expected to accurately review and respond to complaints within service levels and provide investigation notes and observations to the CX Legal Team when needed.
What you’ll be doing (ie. job duties):
- Analyze and classify e-money complaints to ensure compliance with regulatory deadlines and improve operational efficiency.
- Review and update cases requiring ongoing communication, ensuring timely and customized responses to meet compliance standards.
- Manage and optimize workflows in Salesforce, including creating and maintaining customer contact records to streamline escalation processes.
- Conduct regular reviews of recurring complaints to identify trends, validate data, and support compliance reporting.
- Oversee case management for regulatory queues, prioritizing tasks and ensuring deadlines are met for high-priority cases.
- Document and process case notes for regulatory submissions, ensuring accuracy and adherence to compliance requirements.
- Facilitate the preparation and sharing of account statements and other required documentation with regulators and customers.
- Support the implementation of new regulatory initiatives and frameworks, such as OBSI and AMF, by analyzing requirements and driving operational readiness.
- Collaborate with global teams to identify and resolve bottlenecks in case handling workflows, ensuring seamless operations across time zones.
- Deliver high-quality work under tight deadlines, maintaining accuracy and attention to detail in a fast-paced environment.
- Provide operational support to BPO teams, ensuring alignment with Coinbase’s compliance and service standards.
- Assist in monitoring and evaluating BPO performance metrics, identifying areas for improvement and driving corrective actions.
What we look for in you (ie. job requirements):
- Motivated by our mission and creating a seamless support experience for our global customer base.
- Motivated by Coinbase's mission and focused on creating seamless support experiences for global customers.
- Willingness to work defined shifts and in-office as required by the business.
- Minimum of 3 years of relevant experience in compliance, regulatory, fraud, investigations, legal, financial services, crypto, or tech industries.
- Expertise working across support channels, including voice, email, and chat.
- Strong curiosity to investigate issues, find root causes, and solve complex problems.
- Experience working with BPO teams, including providing operational support and ensuring adherence to service standards.
- Ability to drive improvements as needed, based on identified gaps in the BPO network
- Outstanding communication skills for collaboration across multiple departments and stakeholders globally.
- High attention to detail, accuracy, and proofreading skills.
- Proven ability to execute efficiently under tight timelines and manage multiple projects simultaneously.
- Proficiency in tools like Google Apps, JIRA, and Salesforce Service Cloud.
- Intermediate knowledge of Coinbase’s products, the crypto ecosystem, and blockchain fundamentals.
Nice to haves:
- Advanced degree in Business, Finance, or Customer Experience (CX).
- Experience in project management, analytics, or vendor management.
- Familiarity with decentralized finance (DeFi) use cases and Web3 regulations.
- Prior experience collaborating with external outsourcing partners or vendors.
- Deep understanding of Coinbase’s offerings and the broader crypto ecosystem.
Position ID: P72520
#LI-Remote
Pay Transparency Notice: The target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, and vision).
Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.
Commitment to Equal Opportunity
Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Employee Rights and the Know Your Rights notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.
Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).
Global Data Privacy Notice for Job Candidates and Applicants
Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined here.
AI Disclosure
For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description.
For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate.
The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment. To request a reasonable accommodation due to disability, please contact accommodations[at]coinbase.com