Complaints Analyst III

Amit érdemes tudni

• Hibrid · Ismeretlen
• Európai hibrid iroda; a magyarországi munkavégzés nem igazolt.
• Fizetés: nem közölt

Helyszín és jogosultság

Európai hibrid iroda; a magyarországi munkavégzés nem igazolt.

Hybrid - Luxembourg

Megbízhatóság: 52%. A végső döntés a munkáltatóé – mindig olvasd el az eredeti hirdetést.

Pozíció

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.

As a Complaints Analyst on the Global Complaints team within Customer Experience, you'll investigate and resolve consumer, regulatory, and litigation support complaints to deliver fair outcomes for Coinbase customers. The Global Complaints team is responsible for handling complaints end-to-end across three units, and you'll own assigned cases from intake through resolution, ensuring every customer receives a thorough, accurate, and timely response. This role is fully onsite at Coinbase's Luxembourg office and requires working in the office five days per week.

What you'll do:

Investigate and resolve assigned complaints by gathering account data, transaction history, and customer communications, delivering accurate responses within defined SLA timelines

Maintain complete case records in Salesforce, including investigation notes, resolution rationale, and customer correspondence, and submit cases for QC review before closure

Escalate complex or ambiguous cases to your Supervisor or Complaints Lead with clear documentation of the issue and your initial assessment

Flag recurring complaint patterns or potential process gaps to leadership to support continuous improvement across the team

Participate in calibration sessions, training, and nesting requirements to stay aligned on evolving quality standards and process updates

Required Skills and Experience:

1-2 years of experience in complaints handling, customer service, or dispute resolution within financial services, fintech, or a regulated industry

Demonstrated ability to draft clear, accurate written responses to customer complaints, with experience applying documented procedures and escalation paths in a structured environment

Track record of meeting SLA and quality targets in a high-volume, QC-reviewed production environment

Proficiency in English (reading, writing, and speaking) with the ability to work defined

Rövidített kivonat. A teljes leírás és a jelentkezés a munkáltató oldalán érhető el.