Senior Global Complaints Analyst

At Coinbase, our mission is to increase economic freedom around the world, and we couldn’t do this without hiring the best people. We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web3 for our users across the globe, whether they’re trading, storing, staking or using crypto. Know those people who always lead the group project? That’s us.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for candidates who will thrive in a culture like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people who are excited to learn about and live crypto, because those are the folks who enjoy the intense moments in our sprint and recharge work culture. We’re a remote-first company looking to hire the absolute best talent all over the world.

Ready to #LiveCrypto? Who you are:

• You’ve got positive energy. You’re optimistic about the future and determined to get there. 
• You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0. 
• You appreciate direct communication. You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.
• You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.
• You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
• You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.

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):

• 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, reg