Complaints Analyst III (Luxembourg)

The Complaints Analyst joins Coinbase's Global Complaints team within Customer Experience, investigating and resolving consumer, regulatory and litigation support complaints. The analyst owns assigned cases from intake through resolution.

Responsibilities

• Investigate and resolve assigned complaints using account data, transaction history and customer communications, within SLA timelines.
• Maintain complete case records in Salesforce and submit cases for QC review before closure.
• Escalate complex or ambiguous cases to a Supervisor or Complaints Lead with clear documentation.
• Flag recurring complaint patterns or process gaps to leadership.
• Take part in calibration sessions and training.

What we are looking for

• 1-2 years of experience in complaints handling, customer service or dispute resolution in financial services, fintech or a regulated industry.
• Ability to write clear, accurate responses and apply documented procedures and escalation paths.
• Track record of meeting SLA and quality targets in a high-volume, QC-reviewed environment.
• Professional-level English and French.
• Ability to work defined shift patterns.
• Responsible use of generative AI with human oversight.

Additional Information

Listed as hybrid, but the description states the role is fully on-site at the Luxembourg office five days a week. Employer-stated base salary: €82,000, excluding equity and bonus.

Perks and Benefits

• Equity and bonus eligibility
• Medical, dental and vision benefits