
Complaints Analyst III
7 days ago
Ready to be pushed beyond what you think you're capable of?
At Coinbase, our mission is to increase economic freedom in the world. It's a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.
To achieve our mission, we're seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company's hardest problems.
Our work culture is intense and isn't for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there's no better place to be.
While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.
The Complaints Quality Control (CQC) team plays a critical role in ensuring our global complaints operations are efficient, compliant, and consistently deliver high-quality outcomes. As an Analyst III on the team, you\'ll conduct quality control (QC) reviews across Consumer Complaints, Regulatory Complaints, and Litigation Support investigations, while helping refine complaint processes and providing actionable feedback to agents. This role requires strong independence, the ability to manage multiple priorities, and a commitment to continuous improvement through open, collaborative feedback.
What you'll be doing (ie. job duties):
- Perform QC reviews of complaint cases based on the quality rubric, ensuring compliance with established guidelines.
- Provide constructive feedback to agents based on QC findings to support performance improvement. Feedback will be documented in written reports, and agents may need to set up meetings to discuss and clarify scores if needed.
- Assist in refining and updating the complaints review process, contributing feedback and suggestions for ongoing improvements.
- Conduct root cause analysis (RCA) to identify trends and areas for process enhancements.
- Collaborate with cross-functional teams to improve the efficiency and effectiveness of complaints handling.
- Independently balance and prioritize multiple tasks to ensure timely and accurate completion of QC reviews.
- Be receptive to feedback from all levels and foster a collaborative environment that encourages open communication and continuous improvement.
- Ensure compliance with global regulatory guidelines, including MiCA and CF8, across all complaint handling.
- Contribute to reporting and visualizations that highlight complaint trends and areas for process optimization.
- Support the troubleshooting and resolution of escalated and complex complaint cases, ensuring alignment with company standards.
What we look for in you (ie. job requirements):
- Minimum of 3 years of relevant experience in financial services, crypto, investigations, legal, or the tech industry, with a focus on complaints handling, compliance, or regulatory matters.
- Ability to work independently, manage multiple priorities, and balance tasks with minimal guidance.
- Strong analytical skills with the ability to perform root cause analysis and provide actionable insights.
- Comfortable providing feedback to agents and open to receiving feedback from peers and leadership.
- Exceptional communication skills to collaborate with cross-functional teams and present findings effectively.
- Adaptability to thrive in a fast-paced, high-growth environment and adjust priorities as needed.
- Proven attention to detail, with a focus on accuracy and quality in QC reviews and reporting.
- Experience in project management, analytics, or vendor management.
- Advanced degree in business, finance, or customer experience (CX).
- Proficiency with tools such as Google apps, JIRA, and Salesforce Service Cloud.
- Experience collaborating with external outsource business partners.
Position ID: P72330
Pay Transparency Notice: The target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, and vision).
Pay Range: €56,700 EUR
Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase\'s roles before applying.
Commitment to Equal Opportunity
Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Employee Rights and the Know Your Rights notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.
Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information.
Global Data Privacy Notice for Job Candidates and Applicants
Depending on your location, the GDPR and CCPA may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required.
AI Disclosure: For select roles, Coinbase is piloting an AI tool to conduct initial screening interviews. A human recruiter will review interview responses. The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment.
#J-18808-Ljbffr
-
Expert Complaints Resolution Specialist
7 days ago
Dublin, Dublin City, Ireland beBeeComplaints Full time €56,700Job Opportunity: Complaints Analyst IIIWe are seeking a highly skilled professional to join our team at Coinbase. As an Analyst on this team, you will play a critical role in ensuring our global complaints operations are efficient, compliant, and consistently deliver high-quality outcomes.Key Responsibilities:Conduct quality control reviews across Consumer...
-
Complaints Sme L&D Trainer
4 weeks ago
Dublin, Dublin City, Ireland P2P Full timeReady to be pushed beyond what you think you're capable of?At Coinbase, our mission is to increase economic freedom in the world.It's a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.To achieve our mission, we're seeking a very specific...
-
UI Engineer III – Quality
1 week ago
Dublin, Dublin City, Ireland CrowdStrike Full timeUI Engineer III – Quality & Automation (Remote)Join to apply for the UI Engineer III – Quality & Automation (Remote) role at CrowdStrikeUI Engineer III – Quality & Automation (Remote)Join to apply for the UI Engineer III – Quality & Automation (Remote) role at CrowdStrikeGet AI-powered advice on this job and more exclusive features.As a global leader...
-
Data Engineer III
3 weeks ago
Dublin, Dublin City, Ireland Fanatics Inc Full timeOverviewAs a Data Engineer III at Fanatics Betting & Gaming (FBG), you will play a crucial role in the development, deployment, and management of our data architecture. In this role you will be responsible for building systems and user experiences for our internal customers that are able to aggregate customer data across many sources, integrate with various...
-
EDD Compliance Analyst III
2 weeks ago
Dublin, Dublin City, Ireland Coinbase Full timeOverviewAt Coinbase, our mission is to increase economic freedom in the world. We are building the emerging onchain platform and the future global financial system. We seek a candidate who is passionate about our mission, crypto and blockchain technology, and who wants to leave a meaningful impact by solving the company's hardest problems. Our work culture...
-
Urgent Search Data Engineer III
3 weeks ago
Dublin, Dublin City, Ireland Fanatics Inc Full timeOverviewAs a Data Engineer III at Fanatics Betting & Gaming (FBG), you will play a crucial role in the development, deployment, and management of our data architecture. In this role you will be responsible for building systems and user experiences for our internal customers that are able to aggregate customer data across many sources, integrate with various...
-
Platform Engineer III
3 weeks ago
Dublin, Dublin City, Ireland Fanatics Inc Full timeAs Fanatics Betting & Gaming (FBG) accelerates Fanatics' mission to build the ultimate digital sports platform, the Platform Engineer III plays a vital role in supporting and enhancing our engineering capabilities. Within the OddsFactory division, you'll contribute significantly to the productivity, reliability, and scalability of our engineering practices....
-
Business Process Analyst
4 days ago
Dublin, Dublin City, Ireland Jones Engineering Group Full timeGet AI-powered advice on this job and more exclusive features.Direct message the job poster from Jones EngineeringOverviewPosition: Business Process AnalystLocation: CarlowCompany Description:We are a leading engineering services company with a proven track record of high quality, customer focused project delivery for over 130 years. Our core divisions...
-
Multilingual Support Analyst
2 weeks ago
Dublin, Dublin City, Ireland beBeeLanguage Full time €50,000 - €60,000Multilingual Support AnalystJob Description:We are seeking a highly skilled and motivated Multilingual Support Analyst to join our team. The successful candidate will be responsible for providing exceptional customer support to clients across various languages.Key Responsibilities:Investigate and resolve customer complaints in a timely and professional...
-
Dispute Analyst
6 days ago
Dublin, Dublin City, Ireland Binance Full timeJoin to apply for the Dispute Analyst - P2P role at BinanceContinue with Google Continue with GoogleJoin to apply for the Dispute Analyst - P2P role at BinanceBinance is a leading global blockchain ecosystem behind the world's largest cryptocurrency exchange by trading volume and registered users. We are trusted by over 250 million people in 100+ countries...