Senior Complaints 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.

The Litigation Support team plays a crucial role in supporting the Legal Litigation team by conducting investigations and providing essential support, including addressing inquiries from both Outside Counsel and Inside Counsel, and facilitating document production. As Litigation Support Analysts, we are committed to delivering top-tier customer service by pinpointing core issues for the Legal team. We diligently identify key problems, collaborate with RCA and Leadership for comprehensive analysis.

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 …