About the company
Coinbase is a remote-first company on a mission to increase economic freedom. The Customer Experience team provides elevated support to complaints agents by investigating and resolving complex customer escalations across consumer support pillars, including Payments, Identity, Crypto, and Compliance.
Responsibilities
- Own and resolve complaint-related support escalations from intake through closure, ensuring cases are completed accurately and within defined service-level targets
- Investigate complex consumer cases using internal tools including Salesforce, Control Center, and Athena to trace issues to root cause
- Partner with internal teams such as Payments Risk, EDD, and Compliance to progress cases with external dependencies
- Maintain accurate case records and update statuses daily to support operational tracking, reporting, and audit requirements
- Identify recurring issue patterns and escalate process gaps to Complaints leadership
Requirements
- 2+ years of experience in consumer support, complaints handling, or escalation management within financial services, crypto, or fintech
- Demonstrated ability to investigate escalated cases, trace issues to root cause, and drive independent resolution using CRM and case management tools (e.g., Salesforce, Athena)
- Proven track record of managing a full caseload independently and meeting service-level deadlines
- Clear, accurate written communication for internal documentation and customer-facing responses
- Full-time, in-office presence five days a week in Hyderabad, India
Conditions
- Total compensation may include bonus eligibility and benefits (medical, dental, vision)
- Annual base salary range: ₱849,800 PHP