Complaints Analyst

Location: Onsite Dublin, 5 Days Per Week (as required by business)
Company: Coinbase (via Managed Service Provider)

Overview

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.

Contingent work is an excellent fit for individuals seeking career flexibility and non-traditional work arrangements, while still being highly motivated to deliver exceptional results in dynamic, high-profile environments.

In this assignment, you will be working with Coinbase through our Managed Service Provider — partnering with one of the most influential cryptocurrency companies in history, dedicated to empowering their customers’ success through innovative solutions.

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.

What You’ll Be Doing (Job Duties)

• Responsible for providing support for Coinbase customers that submitted complaints through different channels by investigating, troubleshooting, and responding to complaints.
• Lead the charge in swiftly gathering and documenting customer issues and resolutions with unparalleled efficiency.
• Manage, prioritize, and respond to Tier 2 issues, inquiries, and escalations, and resolve complex escalations with minimal guidance, demonstrating your adeptness in leveraging available tools effectively.
• Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner.
• Set a high bar for support analysts within the organization by setting an example through performance and work ethic.
• Take the reins in providing comprehensive support for consumer complaints across all pillars, spearheading thorough investigations across all channels, and take ownership of processes or act as a Subject Matter Expert (SME) to analyze and understand existing workflows.
• Identify gaps in processes and propose actionable improvements to enhance efficiency.
• Proactively lead efforts to streamline operations and boost productivity.
• Play a key role in shaping and optimizing internal processes for sustainable growth and success.
• Represent the voice of our customer in proactively driving impactful changes across workflows, policies, and tools by succinctly relaying customer feedback in escalations to internal support teams and Complaints leadership.
• Assist our legal team in researching complex issues concerning customers, expertly analyzing evidence.
• Showcase your prowess in document organization and management, demonstrating expert-level data handling skills.
• Harness the power of data to compile compelling visualizations, shedding light on complaint trends and demographic insights.
• Drive transformative changes across workflows and policies by relaying invaluable feedback to internal teams.
• Command attention and instill confidence as you convey information to audiences at all levels internally and externally.
• Thrive in a dynamic and fast-paced environment that is constantly evolving, demonstrating flexibility, continuous learning, and a willingness to change direction as per organizational needs.

What We Look For In You (Job Requirements)

• Motivated by our mission and creating a seamless support experience for our global customer base.
• Must work in a defined shift, as required by the business.
• Must work in the office, as and when required by the business.
• Complaints Analysts with compliance, regulatory, fraud, disputes background, legal background, or litigation experience.
• Minimum of 3 years of relevant experience in financial services, crypto, investigations, legal, or tech industry.
• Experience with different channels of support, including voice, e-mail, and chat.
• Curiosity to chase problems to root cause and roll up sleeves to investigate the unknown/unusual.
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast-paced organization.
• Possess phenomenal communication skills to confidently present information globally across multiple departments and stakeholders, ensuring effective communication at all levels.
• Ability to execute under pressure and within tight timelines while juggling multiple projects.
• Highest level of accuracy, superb attention to detail, and excellent proofreading skills.
• Must be able to read, write, and speak in English.

Nice to Haves

• Experience in project management, analytics, and/or vendor management.
• An advanced degree in Business, Finance, or Customer Experience (CX) is preferred but not mandatory.
• Advanced understanding of Google Apps, JIRA, Salesforce Service Cloud.
• Experience working with and partnering with external outsource business partners.
• Intermediate knowledge of Coinbase’s products and services, crypto ecosystem, and regulations impacting Web3 and cryptocurrency.
• Familiarity with blockchain fundamentals and a working understanding of decentralized finance (DeFi) use cases are highly desirable.