Complaints Lead

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.

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 Complaints Lead specializing in Consumer/ Regulatory Complaints and/or Quality Check Lead for complaints will play a pivotal role in resolving escalated customer issues from multiple regulators Globally, supporting legal and regulatory processes, and driving improvements across customer experience workflows. Their expertise will help bridge the gap between operational teams and the legal framework, ensuring compliance and outstanding customer support.

**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)**:

- 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.
- 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.
- Proficiency in reading, writing, and speaking English.

**Nice to haves**:
Extensive experience in Complaints handlingFamiliarity with the Coinbase suite of products, including their functionality and customer support systems.Experience at crypto exchanges or in financial servicesAdvanced degree in business, finance, customer experience and/or blockchain.

Position ID: 2802

**Pay Transparency Notice**: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, and vision).
- Pay Range:

- $106,100—$106,100 SGD

**Commitment to Equal Opportunity**:
Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law.

**AI Disclosure**:

- For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview s