Complaints Analyst II

Title: Complaints Analyst II, Manila, Philippines - Coinbase

URL Source: https://www.coinbase.com/careers/positions/7724777?gh_jid=7724777

Markdown Content:


Cryptocurrencies

Individuals

Trade

[](https://www.coinbase.com/explore "Buy and sell cryptocurrencies")[](https://www.coinbase.com/prediction-markets "Trade on sports, crypto, politics, and more")[](https://www.coinbase.com/derivatives-trading/us-derivatives "Amplify your trades with futures and perpetual-style futures")[](https://www.coinbase.com/stocks "Commission-free 24/5 stock trading")[](https://www.coinbase.com/token-sales "Get early access to upcoming tokens")[](https://www.coinbase.com/advanced-trade "Coinbase Advanced – Professional-grade trading tools")[](https://www.coinbase.com/one "Coinbase One - Get zero trading fees and more")[](https://www.coinbase.com/wealth "Coinbase Wealth - Institutional-grade services for UHNW")

Earn

[](https://www.coinbase.com/creditcard "Earn up to 4% Bitcoin back on every purchase. Terms apply.")[](https://www.coinbase.com/card "Earn crypto rewards in Visa debit")[](https://www.coinbase.com/earn "Stake your crypto and earn rewards")[](https://www.coinbase.com/usdc "Earn up to 3.75% APY through USDC")[](https://www.coinbase.com/borrow "Get a crypto-backed loan up to $1M")[](https://wallet.coinbase.com/ "Trade to win, onchain")

Businesses

Institutions

Markets

[](https://www.coinbase.com/exchange "Coinbase Exchange - Spot markets for high-frequency trading")[](https://www.coinbase.com/international-exchange "Coinbase International Exchange - Access perpetual futures markets")[](https://www.coinbase.com/derivatives "Coinbase Derivatives Exchange - Trade an accessible futures market")[](https://www.coinbase.com/verified-pools "Verified Pools - Access verified pools")

Developers

Solutions for any company

[](https://www.coinbase.com/developer-platform/banks "Banks & Brokerages - Secure, regulated offerings for banking clients")[](https://www.coinbase.com/developer-platform/paymentfirms "Payment Firms - Global payment rails for modern providers")[](https://www.coinbase.com/developer-platform/startups "Startups - Launch your business with the world's leader in crypto")

Company

Manila, Philippines Job ID#: P76094

Ready to do the most impactful work of your career? AtCoinbase, 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.

Job Description

As a Complaints Analyst II within Customer Experience Team, you'll own the full resolution of escalated consumer complaint cases from intake through closure. This team provides elevated support to complaints agents by investigating and resolving complex customer escalations across consumer support pillars, including Payments, Identity, Crypto, and Compliance. You'll investigate root causes using internal tools, partner cross-functionally to unblock cases with external dependencies, and drive timely outcomes within defined service levels.

What you'll do:

• Own and resolve complaint-related support escalations from intake through closure, ensuring cases are completed accurately and within defined service-level targets.
• Investigate complex consumer cases using internal tools including Salesforce, Control Center, and Athena to trace issues to root cause and determine appropriate resolution paths.
• Partner with internal teams such as Payments Risk, EDD, and Compliance to progress cases with external dependencies and unblock stalled escalations.
• Maintain accurate case records and update statuses daily to support operational tracking, reporting, and audit requirements.
• Identify recurring issue patterns and escalate process gaps to Complaints leadership with clear documentation and recommendations for improvement.

Required Skills and Experience:

• 2+ years of experience in consumer support, complaints handling, or escalation management within financial services, crypto, or fintech, with exposure to one or more pillars including Payments, Identity, Crypto, or Compliance.
• Demonstrated ability to investigate escalated cases, trace issues to root cause, and drive independent resolution using CRM and case management tools (e.g., Salesforce, Athena, or similar).
• Proven track record of managing a full caseload independently, prioritizing multiple open cases simultaneously, and consistently meeting service-level deadlines.
• Clear, accurate written communication for both internal case documentation and customer-facing responses, with the ability to summarize complex issues concisely.
• Full-time, in-office presence five days a week in Hyderabad, India, with availability to support the team's operational schedule.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

P76094

Pay Transparency Notice:The target annual base salary for this position can range as detailed below. Total compensation may also include bonus eligibility and benefits (including medical, dental, and vision).

Annual base salary range (excluding bonus):

₱849,800—₱849,800 PHP

• _Application Limit:_Candidates may submit a maximum of 3 applications within a 6-month period.
• _Equal Opportunity Employer:Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws._
• _US Applicants:ViewEmployee Rights,Know Your Rights, andE-Verify Notice of Participation._
• _Accommodations:If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com.Need screen reading technology?Click here to download a free compatible screen reader and view thetutorial._
• _Data Privacy & Arbitration:By submitting your application, you agree to ourCandidate Privacy Notice. US applicants: By submitting your application, you agree toArbitration of Disputes._

Benefits for Philippines employees

• Medical & Dental insurance covered at 100% for employees and dependants
• Group Personal Accidental Insurance 24 times your basic monthly salary
• Group Term Life Insurance 24 times your basic monthly salary
• Wellness Stipend
• Mobile/Internet Reimbursement
• Learning and Development Allowance
• Employee Assistance Program
• Travel Medical Policy - Global Traveler
• Travel Fertility Benefits