About the Position

Complaints Analyst III

Hybrid - Luxembourg

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” Learn more about working at Coinbase.

As a Complaints Analyst on the Global Complaints team within Customer Experience, you'll investigate and resolve consumer, regulatory, and litigation support complaints to deliver fair outcomes for Coinbase customers. The Global Complaints team is responsible for handling complaints end-to-end across three units, and you'll own assigned cases from intake through resolution, ensuring every customer receives a thorough, accurate, and timely response. This role is fully onsite at Coinbase's Luxembourg office and requires working in the office five days per week.

Responsibilities

• Investigate and resolve assigned complaints by gathering account data, transaction history, and customer communications, delivering accurate responses within defined SLA timelines
• Maintain complete case records in Salesforce, including investigation notes, resolution rationale, and customer correspondence, and submit cases for QC review before closure
• Escalate complex or ambiguous cases to your Supervisor or Complaints Lead with clear documentation of the issue and your initial assessment
• Flag recurring complaint patterns or potential process gaps to leadership to support continuous improvement across the team
• Participate in calibration sessions, training, and nesting requirements to stay aligned on evolving quality standards and process updates

Requirements

• 1-2 years of experience in complaints handling, customer service, or dispute resolution within financial services, fintech, or a regulated industry
• Demonstrated ability to draft clear, accurate written responses to customer complaints, with experience applying documented procedures and escalation paths in a structured environment
• Track record of meeting SLA and quality targets in a high-volume, QC-reviewed production environment
• Proficiency in English (reading, writing, and speaking) with the ability to work defined shift patterns as required by the business
• Professional-level fluency in French (reading, writing, and speaking) with the ability to investigate and respond to complaints from French-speaking customers
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

We Offer

• Annual base salary range (excluding equity and bonus): €82.000-€82.000 EUR
• Competitive benefits package including medical, dental, and vision
• Opportunity to work in a dynamic and innovative environment

About the Company

At Coinbase, we are uncompromising on our mission to increase economic freedom. We strive to create a workplace where you can be pushed past your perceived limits and work alongside people who refuse to settle for "good enough." Our remote-first approach allows for flexibility, while our quarterly in-person working sessions called “surges” ensure strong team cohesion and collaboration.

Application Details

• Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
• Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
• Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com.
• Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.