Job DescriptionAs a Complaints Analyst II within Customer Experience Team, you'll own the full resolution of escalated consumer complaint cases from intake through closure. This team provides elevated support to complaints agents by investigating and resolving complex customer escalations across consumer support pillars, including Payments, Identity, Crypto, and Compliance. You'll investigate root causes using internal tools, partner cross-functionally to unblock cases with external dependencies, and drive timely outcomes within defined service levels.What you'll do:
- Own and resolve complaint-related support escalations from intake through closure, ensuring cases are completed accurately and within defined service-level targets.
- Investigate complex consumer cases using internal tools including Salesforce, Control Center, and Athena to trace issues to root cause and determine appropriate resolution paths.
- Partner with internal teams such as Payments Risk, EDD, and Compliance to progress cases with external dependencies and unblock stalled escalations.
- Maintain accurate case records and update statuses daily to support operational tracking, reporting, and audit requirements.
- Identify recurring issue patterns and escalate process gaps to Complaints leadership with clear documentation and recommendations for improvement.
- 2+ years of experience in consumer support, complaints handling, or escalation management within financial services, crypto, or fintech, with exposure to one or more pillars including Payments, Identity, Crypto, or Compliance.
- Demonstrated ability to investigate escalated cases, trace issues to root cause, and drive independent resolution using CRM and case management tools (e.g., Salesforce, Athena, or similar).
- Proven track record of managing a full caseload independently, prioritizing multiple open cases simultaneously, and consistently meeting service-level deadlines.
- Clear, accurate written communication for both internal case documentation and customer-facing responses, with the ability to summarize complex issues concisely.
- Full-time, in-office presence five days a week in Hyderabad, India, with availability to support the team's operational schedule.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
P76094
Pay Transparency Notice:The target annual base salary for this position can range as detailed below. Total compensation may also include bonus eligibility and benefits (including medical, dental, and vision).
Annual base salary range (excluding bonus):₱849,800—₱849,800 PHPComplaints Analyst II at Coinbase: FAQ
How much does the Complaints Analyst II role at Coinbase pay?
The Complaints Analyst II position at Coinbase pays PHP 849k/year. Compensation may vary based on experience and location.
Where is the Complaints Analyst II role at Coinbase based?
The Complaints Analyst II role at Coinbase is based in Manila, Philippines. Check the job description for any remote or hybrid options.
What skills are required for the Complaints Analyst II role at Coinbase?
This Complaints Analyst II role is associated with the following skills and technologies:
- Customer Support
- Analyst
- Full Time
- Web3
- Stablecoin
Read the full job description above for the complete list of requirements.
Is the Complaints Analyst II role at Coinbase full-time or contract?
Coinbase is hiring this Complaints Analyst II as a full time position.
How do I apply for the Complaints Analyst II role at Coinbase?
You can apply for the Complaints Analyst II role at Coinbase directly on this page using the Apply button. Manila, Philippines candidates are welcome. Applications submitted through CryptoJobsList reach the employer directly.