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Coinbase
Senior Global Complaints Analyst
4 months ago | 555 views | 18 applications

Senior Global Complaints Analyst

Full-time
Remote
Per year
$80,000 To $95,000

About the company

Coinbase is one of the most trusted cryptocurrency exchanges today. It secures cash on FDIC-secured accounts, lets you securely connect and trade crypto via your bank account, and blocks suspicious accounts to ensure user safety

Job Summary

What you’ll be doing (ie. job duties):

📍Lead the charge in swiftly gathering and documenting customer issues and resolutions with unparalleled efficiency. 📍Take the reins in providing comprehensive support for consumer arbitrations and litigation, spearheading thorough investigations across all channels. 📍Resolve complex escalations with minimal guidance, demonstrating your adeptness in leveraging available tools effectively. 📍Collaborate closely with our Litigation team to tackle persistent customer issues, ensuring resolution through our CX processes. 📍Your expertise will be invaluable as you assist our legal team in researching complex issues concerning customers, expertly analyzing evidence. 📍Showcase your prowess in document organization and management, showcasing your expert-level data handling skills. 📍Harness the power of data to compile compelling visualizations, shedding light on complaint trends and demographic insights. 📍Drive transformative changes across our workflows and policies by relaying invaluable feedback to our internal teams. 📍Your proficiency in SQL will be key in ensuring seamless data querying and analysis, guaranteeing accuracy. 📍Command attention and instill confidence as you convey information to audiences at all levels internally and externally . 📍Prepare to showcase your expertise not only in data analysis but also in representing us in small claims court, witness testimony and declarations regarding the data you've investigated. 📍Thrive in a dynamic and fast-paced environment that is constantly evolving, demonstrating flexibility, continuous learning, and a willingness to change direction as per organizational needs.

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

📍Motivated by our mission and creating a seamless support experience for our global customer base. 📍Must work in a defined shift, as required by the business. 📍Complaints Analysts with compliance, regulatory, fraud, disputes background, legal background, or litigation experience. 📍Minimum of 3 years of relevant experience in financial services, crypto, investigations, legal or tech industry. 📍Experience with different channels of support, including voice, e-mail, and chat. 📍Curiosity to chase problems to root cause and rollup sleeves to investigate the unknown/unusual. 📍Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization 📍Possess phenomenal communication skills to confidently present information globally across multiple departments and stakeholders, ensuring effective communication at all levels. 📍Ability to execute under pressure and within tight timelines while juggling multiple projects. 📍Highest level of accuracy, superb attention to detail, and excellent proofreading skills. 📍Must be able to read, write and speak in English

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