Senior Complaints Analyst

About the role

In this role, you will lead audits and improvements in the complaints process at Coinbase, ensuring accuracy and timely communication. You will analyze trends and systemic issues, providing expert guidance on complex cases and supporting the development of quality control analysts.

Coinbase operates in a fast-paced environment focused on increasing economic freedom. As a remote-first company, you will engage in quarterly in-person sessions to collaborate intensively with your team, pushing for high standards and impactful results.

The listed salary is $75,780 annually, with potential for equity and bonuses.

Skills that matter here

• Salesforce Service Cloud: You will utilize Salesforce Service Cloud for managing complaints and conducting quality reviews.
• JIRA: JIRA will be used to track and manage complaint-related tasks and workflows.
• SQL: SQL skills are required for analyzing data to identify trends and recommend process improvements.
• data analysis: Strong data analysis capabilities are essential for understanding complaint trends and supporting decision-making.

Who this role suits

• You have a strong background in financial services or regulated technology environments.
• You thrive in high-pressure situations and are driven to achieve excellence.
• You are skilled at influencing others and leading initiatives without direct authority.
• You are detail-oriented and able to conduct complex root-cause analyses.

From the employer

What you'll do:

• Lead audits of post-QC and dispute-related complaint cases to verify required updates, final determinations, and customer communications are completed accurately and on time.
• Drive calibration, scorecard, and documentation improvements across the quality review process, setting consistent standards for complaint outcomes.
• Provide expert guidance on complex or high-risk cases and support peer learning, onboarding, and ongoing development of QC analysts.
• Analyze complaint trends, systemic issues, and queue health to surface risks, recommend scalable solutions, and support audit readiness.
• Contribute to pre-closure QC reviews across Consumer, Regulatory, and Litigation Support complaints per the QC rubric.

Required Skills and Experience:

• 5+ years of experience in complaints handling, quality review, investigations, or risk within financial services or a regulated technology environment, with a record of independently handling complex root-cause analysis and quality assessments.
• Applied knowledge of complaint-management regulatory expectations, customer fairness principles, risk mitigation, and high-volume operational workflows.
• Demonstrated ability to use data to identify complaint trends, prioritize risks, and translate findings into actionable recommendations for process improvement.
• Track record of influencing cross-functional partners and leading through subject-matter expertise without direct authority, with clear and structured written and verbal communication.
• Proficiency in Salesforce Service Cloud, JIRA, and SQL, with experience using analytics and case-management tools to support quality review at scale.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

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): £61,800 — £61,800 GBP.
• Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.