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Salary: GBP 61,800 - 61,800 / annual
Coinbase is seeking a Senior Complaints Analyst to join the Complaints Quality Control team within Customer Experience. This is a fully onsite role based in Coinbase's London office, requiring five days per week in-office presence.
In this role, you will audit post-QC and dispute-related cases across Consumer Complaints, Regulatory Complaints, and Litigation Support to ensure accurate, consistent, and regulator-ready outcomes. You will identify systemic risks, drive scalable review improvements, and partner with the QC Manager, Global Complaints, Compliance, Legal, Operations, Product, and data partners to strengthen complaint quality across the organization.
Key responsibilities include:
- Leading audits of post-QC and dispute-related complaint cases to verify required updates, final determinations, and customer communications are completed accurately and on time
- Driving calibration, scorecard, and documentation improvements across the quality review process, setting consistent standards for complaint outcomes
- Providing expert guidance on complex or high-risk cases and supporting peer learning, onboarding, and ongoing development of QC analysts
- Analyzing complaint trends, systemic issues, and queue health to surface risks, recommend scalable solutions, and support audit readiness
- Contributing to pre-closure QC reviews across Consumer, Regulatory, and Litigation Support complaints per the QC rubric
Coinbase is a remote-first but not remote-only company. Expect to participate in quarterly in-person working sessions called "surges." The company is uncompromising on its mission to increase economic freedom, with a high bar and intense environment.
Requirements:
- 5+ years of experience in complaints handling, quality review, investigations, or risk within financial services or a regulated technology environment, with a record of independently handling complex root-cause analysis and quality assessments
- Applied knowledge of complaint-management regulatory expectations, customer fairness principles, risk mitigation, and high-volume operational workflows
- Demonstrated ability to use data to identify complaint trends, prioritize risks, and translate findings into actionable recommendations for process improvement
- Track record of influencing cross-functional partners and leading through subject-matter expertise without direct authority, with clear and structured written and verbal communication
- Proficiency in Salesforce Service Cloud, JIRA, and SQL, with experience using analytics and case-management tools to support quality review at scale
- Ability to utilize generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality
