Complaints Analyst III

Location: Remote - Luxembourg

Department: Customer Experience

As a Complaints Analyst on the Global Complaints team within Customer Experience, youll investigate and resolve consumer, regulatory, and litigation support complaints to deliver fair outcomes for Coinbase customers. The Global Complaints team is responsible for handling complaints end-to-end across three units, and youll own assigned cases from intake through resolution, ensuring every customer receives a thorough, accurate, and timely response.

What youll do:

• Investigate and resolve assigned complaints by gathering account data, transaction history, and customer communications, delivering accurate responses within defined SLA timelines
• Maintain complete case records in Salesforce, including investigation notes, resolution rationale, and customer correspondence, and submit cases for QC review before closure
• Escalate complex or ambiguous cases to your Supervisor or Complaints Lead with clear documentation of the issue and your initial assessment
• Flag recurring complaint patterns or potential process gaps to leadership to support continuous improvement across the team
• Participate in calibration sessions, training, and nesting requirements to stay aligned on evolving quality standards and process updates

Required Skills and Experience:

• 1-2 years of experience in complaints handling, customer service, or dispute resolution within financial services, fintech, or a regulated industry
• Demonstrated ability to draft clear, accurate written responses to customer complaints, with experience applying documented procedures and escalation paths in a structured environment
• Track record of meeting SLA and quality targets in a high-volume, QC-reviewed production environment
• Proficiency in English (reading, writing, and speaking) with the ability to work defined shift patterns as required by the business
• Professional-level fluency in French (reading, writing, and speaking) with the ability to investigate and respond to complaints from French-speaking customers
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

PID: P72333