投诉分析师III
Complaints Analyst III
准备好开展职业生涯中最有影响力的工作了吗？在Coinbase，我们对提升经济自由的使命毫不妥协。标准很高，环境紧张，而我们正是这样喜欢。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。如果你准备与那些不愿满足于“足够好”的人一起打造金融的未来，你就在正确的地方。Coinbase是一家以远程办公为主，但并非完全远程的公司。你将每季度参加一次高强度的线下工作会，称为“冲刺”。
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。全球投诉团队负责处理三个部门的投诉全流程，你将负责从接收案件到解决的整个过程，确保每位客户都能得到全面、准确和及时的回应。
你将负责：
- 通过收集账户数据、交易历史和客户沟通信息来调查并解决指定的投诉，按照规定的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进行质量检查
- 对复杂或模糊的案件向上级主管或投诉负责人进行升级，清楚地记录问题和你的初步评估
- 向管理层指出重复出现的投诉模式或潜在的流程漏洞，以支持团队的持续改进
- 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年的工作经验
- 具有撰写清晰、准确的客户投诉书面答复的能力，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、经过质量检查的生产环境中达成SLA和质量目标的记录
- 英语流利（阅读、写作和口语），能够根据业务需求完成规定的轮班安排
- 法语专业级流利（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, 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.
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 may also 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, Know Your Rights, and E-Verify 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 to download a free compatible screen reader and view the tutorial.
- Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.