Senior Complaints Analyst

The Litigation Support team plays a crucial role in supporting the Legal Litigation team by conducting investigations and providing essential support, including addressing inquiries from both Outside Counsel and Inside Counsel, and facilitating document production. As Litigation Support Analysts, we are committed to delivering top-tier customer service by pinpointing core issues for the Legal team. We diligently identify key problems, collaborate with RCA and Leadership for comprehensive analysis.

What you’ll be doing (ie. job duties):

• Swiftly gather, analyze, and document customer issues and resolutions with efficiency and precision
• Lead comprehensive investigations for regulatory complaints, consumer arbitrations and litigation cases, collaborating closely with internal legal and compliance teams
• Resolve advanced escalations independently by leveraging available tools and resources
• Address persistent customer issues by enhancing CX processes and ensuring compliance with legal standards
• Assist the legal team in researching complex customer-related issues and analyzing evidence to support cases
• Maintain and manage organized documentation for legal and regulatory purposes, demonstrating expert-level data handling skills
• Use data to uncover trends, compile visual reports, and provide actionable insights on complaints and customer demographics
• Provide feedback to internal teams to drive policy changes and workflow improvements based on investigative findings
• Perform advanced data querying and analysis to ensure data accuracy and support decision-making processes
• Effectively communicate and build relationships with stakeholders at all organizational levels and external audiences
• Represent the organization in small claims court, providing witness testimony and declarations based on investigative data
• Adapt to a fast-paced, ever-evolving work environment, showing flexibility and a commitment to continuous learning
• Actively contribute to team projects, process improvement initiatives, and operational changes to improve overall team performance

What we look for in you (ie. job requirements):

• Minimum of 4 years of relevant experience in financial services, crypto, investigations, legal, or tech industries
• A passion for our mission and a drive to deliver seamless support experiences globally
• Experience in complaints management, compliance, regulatory, legal, or fraud/disputes resolution
• Familiarity with various support channels, including voice, email, and chat
• Strong investigative mindset, able to trace problems to their root causes and dive into complex or unusual issues
• Exceptional adaptability in meeting the demands of a high-growth, fast-paced organization
• Outstanding communication skills, capable of presenting information effectively across multiple departments and stakeholders
• Proven ability to perform under pressure, managing tight timelines and juggling multiple priorities
• Meticulous attention to detail, with excellent proofreading and accuracy

Nice to haves:

• Experience in project management, analytics, or vendor management
• Advanced degree in business, finance, or CX
• Proficiency in tools such as Google Apps, JIRA, and Salesforce Service Cloud
• Experience collaborating with external outsourcing partners

Position ID: P70665

Pay Transparency Notice: Depending on your work location, 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, vision and 401(k)).

Pay Range: : $85,850 USD - $101,000 USD

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.