投诉分析师
Complaints Analyst
准备开展职业生涯中最有影响力的工作吗？在[Coinbase](https://www.coinbase.com/?utm_campaign=mt_o_m_w_m_m__coi_0_jd-onchain&utm_source=coinbase)，我们对实现经济自由的使命毫不妥协。标准很高，环境紧张，我们喜欢这样。这里不是安于现状的地方，而是让你突破自我认知极限的地方。如果你希望与那些不愿满足于“足够好”的人一起打造金融的未来，你就在正确的地方。Coinbase 是以远程优先的公司，但并非完全远程。期待每季度进行高强度的线下工作会称为“surges”。[了解更多关于在 Coinbase 工作的信息](https://www.coinbase.com/careers)。
作为客户体验部门全球投诉团队的投诉分析师，你将调查并解决消费者、监管和诉讼支持类投诉，为 Coinbase 客户提供公平的结果。全球投诉团队负责跨三个部门的投诉全流程处理，你将负责分配的案件从接收至解决的全过程，确保每位客户都能获得全面、准确且及时的回应。
**你将负责：**
- 通过收集账户数据、交易历史和客户沟通，调查并解决分配的投诉，按照定义的 SLA 时间线提供准确的答复
- 在 Salesforce 中维护完整的案件记录，包括调查笔记、解决理由和客户通信，并在关闭前提交案件供质量检查审核
- 对复杂或模糊的案件向主管或投诉负责人进行升级，附上清晰的问题描述和初步评估
- 向管理层标记重复的投诉模式或潜在流程漏洞，以支持团队持续改进
- 参与校准会议、培训和轮岗要求，以保持对不断变化的质量标准和流程更新的一致理解
**所需技能和经验：**
- 在金融服务、金融科技或受监管行业中的投诉处理、客户服务或争议解决领域有 1-2 年经验
- 能够撰写清晰、准确的书面客户投诉答复，有在结构化环境中应用已制定程序和升级路径的经验
- 在高流量、质量检查的生产环境中，有达成 SLA 和质量目标的记录
- 精通英语（阅读、写作和口语）
查看英文原文
Ready to do the most impactful work of your career? At [Coinbase](https://www.coinbase.com/?utm_campaign=mt_o_m_w_m_m__coi_0_jd-onchain&utm_source=coinbase), we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” [learn more about working at Coinbase](https://www.coinbase.com/careers).
As a Complaints Analyst on the Global Complaints team within Customer Experience, you'll 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 you'll own assigned cases from intake through resolution, ensuring every customer receives a thorough, accurate, and timely response.
**What you'll 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
**Pay Transparency Notice:** The target annual **base** salary for this position can range as detailed below. Total compensation mayalso include equity and bonus eligibility and benefits (including medical, dental, and vision).
Annual base salary range (excluding equity and bonus):
€82.000—€82.000 EUR
- **_Application Limit:_** Candidates may submit a maximum of 3 applications within a 6-month period.
- _**Equal Opportunity Employer:** Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws._
- _**US Applicants:** View [Employee Rights](https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf), [Know Your Rights](https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf), and [E-Verify](https://static-assets.coinbase.com/e-verify.pdf) Notice of Participation._
- _**Accommodations:** If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? [Click here](https://chromewebstore.google.com/detail/screen-reader/kgejglhpjiefppelpmljglcjbhoiplfn) to download a free compatible screen reader and view the [tutorial](http://www.chromevox.com/tutorial/)._
- _**Data Privacy & Arbitration:** By submitting your application, you agree to our [Candidate Privacy Notice](https://www.coinbase.com/legal/applicant_privacy_notice). US applicants: By submitting your application, you agree to [Arbitration of Disputes](https://www.coinbase.com/legal/application-arbitration-agreement)._