Cx Operations

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 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.

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 transfer.
- Conduct Train-the-Trainer (TTT) masterclasses, certify trainers, and participate in continuous development programs to uplift trainer quality.
- Regularly share insights and feedback with the operations team regarding group performance and the effectiveness of training content. Use this information to proactively address skills gaps and implement tailored remediation plans for continuous improvement.
- Continuously update training materials based on insights gained from active production work and Analysts' performance data.
- Curriculum Development:
- Collaborate with cross functional teams and work with L&D to enable L&D to:
- Provide inputs to the design and development of training materials and modules tailored to Complaints investigations.
- Make recommendation of the design of onboarding, and cross skilling programmes to delivery day 1 quality for new investigators
- Ensure training content aligns with regulatory requirements and internal policies.
- Address and remediate training gaps identified through QC/QA processes.
- Work closely with functional leaders in compliance and support functions to maintain the highest standards of production and quality.
- Complaints Investigations- Work a minimum number of live production cases/investigations per month to maintain investigations proficiency
- Effectively decision complex complaints, and risks specific to our business; notably crypto
- Write up effective case outcomes close out filing requirements inline with Coinbase’s regulatory requirements
- Provide feedback, and coach peers on how to complete investigations.
- Travel ~25% of the time to Coinbase, or vendor, offices in order to deliver onsite instructor-led training
- Flexibility ~ 25% of the time to deliver virtual training across global time zones to ensure full population coverage.
- Accountable for L&D KPI execution (CSAT, Nesting Pass Rate)

**What we look for in you (ie. job requirements)**:

- Minimum of 3 years of experience in Program management, with a significant focus on regulatory compliance in the cryptocurrency, fintech, or financial services sectors
- Proven track record of leading complex, multi-regional compliance Programs, especially those involving regulatory alignment.
- Experience in translating policies into operational processes, preferably in complaints management or a closely related area.
- Extensive experience in delivering interactive and impactful training sessions, including onboarding, cross-skilling, and Train-the-Trainer programs in a global, multi-regional environment.
- Demonstrated ability to design and develop training materials tailored to complaints management, ensuring alignment with regulatory requirements and internal policies.
- Experience collaborating with cross-functional teams to create targeted training programs addressing QA/QC-identified gaps.
- Skilled in providing actionable feedback and coaching peers to improve investigations quality and meet regulatory standards.
- Ability to remain adaptable and effe