About the company
Coinbase is uncompromising on its mission to increase economic freedom. It is a remote-first, but not remote-only company, with quarterly in-person working sessions called "surges." This role is fully onsite at Coinbase's London office, five days per week.
Responsibilities
- Lead audits of post-QC and dispute-related complaint cases to verify required updates, final determinations, and customer communications are completed accurately and on time
- Drive calibration, scorecard, and documentation improvements across the quality review process
- Provide expert guidance on complex or high-risk cases and support peer learning, onboarding, and development of QC analysts
- Analyze complaint trends, systemic issues, and queue health to surface risks and recommend scalable solutions
- Contribute to pre-closure QC reviews across Consumer, Regulatory, and Litigation Support complaints per the QC rubric
Requirements
- 5+ years of experience in complaints handling, quality review, investigations, or risk within financial services or a regulated technology environment
- 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
- Track record of influencing cross-functional partners and leading through subject-matter expertise without direct authority
- Proficiency in Salesforce Service Cloud, JIRA, and SQL
- Responsible use of generative AI with human oversight
Conditions
- Annual base salary range: £61,800
- Total compensation may include equity, bonus eligibility, and benefits (medical, dental, vision)
- Fully onsite in London office, five days per week
- Application limit: maximum of 3 applications within a 6-month period