Lead Complaints and Training Analyst

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 Global Complaints Team is composed of three distinct units: Consumer Complaints; Regulatory Complaints; and Litigation Support. Within each pillar, complaints analysts review and respond to complaints within service levels, and provide investigation notes and observations to the CX Legal Team where required. The CX Operations Senior Complaints Trainer sits within Cx Learning and Development, and is responsible for the successful delivery of new hire onboarding, and cross‐skilling training to drive quality and performance for Consumer and Regulatory Complaints. You will be the primary point of contact to advise cross functional teams on the impact of change on the Analysts' Complaints investigations requirements, and case outcomes to deliver effective, targeted support readiness training to help investigations keep pace with regulatory, process and technology change. You will partner closely with various cross‐functional partners such as Workforce Management, Vendor Management, Operations, Quality Assurance, and Legal. You will be a subject matter expert, with extensive experience of delivering training both in person and virtually to a global audience. You will provide support to programmes, and Operations to implement strategic, multi‐regional programs to ensure compliance with global regulatory bodies, including the NYDFS, FCA, CBI and other consumer protection agencies. You will use your training delivery, and facilitation skills to support Analyst's absorb, and execute regulatory, and procedure change, whilst maintaining quality. Additionally, the role will focus on supporting the effective closure of Internal Audit findings. Finally, when you are not training analysts, you will continue to work live cases in production to keep up to date with Complaint requirements and continually develop your investigations skillset. This role is ideal for someone who is passionate about delivering fair outcomes for our customers, and protecting our business, whilst thriving on enabling others, is a clear communicator (written and verbal), and adaptable to change in a fast‐paced environment. What you'll be doing (ie. job duties): Training Delivery: Deliver comprehensive, and interactive training sessions covering Complaints procedures, investigation requirements, and risk based decisions. Deliver onboarding, and cross skilling training and nesting support to enable L&D to meet its KPIs, and business SLAs Maintain high standards in training delivery for consistent knowledge