Complaints Lead

19 hours ago

Singapore COINBASE SINGAPORE PTE. LTD. Full time $80,000 - $120,000 per year

The IC4 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): To be completed by all business teams except Eng.

  • 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.
  • Familiarity with various support channels, including voice, email, and chat.
  • 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 handling
  • Familiarity with the Coinbase suite of products, including their functionality and customer support systems.
  • Experience at crypto exchanges or in financial services
  • Advanced degree in business, finance, customer experience and/or blockchain.

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