- Company: Coinbase
- Location: London, UK
- Job type: Full-time
- Salary: £53,100 per year
About the role
Join Coinbase’s Global Complaints team within Customer Experience. You will investigate and resolve complaints from consumers, regulators, and litigation support. Your goal is to deliver fair, accurate, and timely outcomes for customers. This is a high-impact role where you own cases from start to finish.
Responsibilities
- Investigate assigned complaints by reviewing account data, transaction history, and communications.
- Deliver accurate responses within defined Service Level Agreement (SLA) timelines.
- Maintain complete case records in Salesforce, including notes and resolution rationale.
- Submit cases for Quality Control (QC) review before closure.
- Escalate complex cases to supervisors with clear documentation.
- Identify recurring patterns or process gaps to support team improvement.
- Participate in calibration sessions and training to maintain quality standards.
Requirements
- 1-2 years of experience in complaints handling, customer service, or dispute resolution in financial services, fintech, or a regulated industry.
- Strong written communication skills for drafting accurate customer responses.
- Experience meeting SLA and quality targets in a high-volume, QC-reviewed environment.
- Proficiency in English (reading, writing, and speaking).
- Ability to work defined shift patterns as required.
- Responsible use of generative AI with human oversight.
Pay and benefits
- Annual base salary: £53,100.
- Eligibility for equity and bonus.
- Benefits include medical, dental, and vision coverage.
How to apply
Apply directly on Coinbase’s own careers website. Omadaily never charges job seekers.
