Lead Complaints and Training Analyst

Job description

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world.

It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we’re seeking a very specific candidate.

We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system.

We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up.

We want someone who will run towards, not away from, solving the company’s hardest problems.

Our is intense and isn’t for everyone.

But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

While many roles at Coinbase are remote-first, we are not remote-only.

In-person participation is required throughout the year.

Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment.

Attendance is expected and fully supported.

The Global Complaints Team is composed of three distinct units: Consumer Complaints; Regulatory Complaints; and Litigation Support.

Within each pillar, complaints analysts review and respond to complaints within service levels, and provide investigation notes and observations to the CX Legal Team where required.

The CX Operations Senior Complaints Trainer sits within Cx Learning and Development, and is responsible for the successful delivery of new hire onboarding, and cross-skilling training to drive quality and performance for Consumer and Regulatory Complaints.

You will be the primary point of contact to advise cross functional teams on the impact of change on the Analysts’ Complaints investigations requirements, and case outcomes to deliver effective, targeted support readiness training to help investigations keep pace with regulatory, process and technology change.

You will partner closely with various cross-functional partners such as Workforce Management, Vendor Management, Operations, Quality Assurance, and Legal.

You will be a subject matter expert, with extensive experience of delivering training both in person and virtually to a global audience.

You will provide support to programmes, and Operations to implement strategic, multi-regional programs to ensure compliance with global regulatory bodies, including the NYDFS, FCA, CBI and other consumer protection agencies.

You will use your training delivery, and facilitation skills to support Analyst’s absorb, and execute regulatory, and procedure change, whilst maintaining quality.

Additionally, the role will focus on supporting the effective closure of Internal Audit findings

Finally, when you are not training analysts, you will continue to work live cases in production to keep up to date with Complaint requirements and continually develop your investigations skillset.

This role is ideal for someone who is passionate about delivering fair outcomes for our customers, and protecting our business, whilst thriving on enabling others, is a clear communicator (written and verbal), and adaptable to change in a fast-paced environment.

What you’ll be doing (ie.

job duties):

What we look for in you (ie.

job requirements): 

Nice to haves:

Note: This role requires full-time, in-office presence at our Singapore location.

In order to support the 24/7 nature of cryptocurrency, shifts may include weekend and night.

#P71456

Pay Transparency Notice: The target annual salary for this position can range as detailed below.

Full time offers from Coinbase also include bonus eligibility + equity eligibility + benefits (including medical, dental, and vision)

Please be advised that each candidate may submit a maximum of four applications within any 30-day period.

We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.

Commitment to Equal Opportunity

Coinbase is proud to be an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law.

Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law.

For US applicants, you may view the and the by clicking on their corresponding links.

Additionally, Coinbase participates in the in certain locations, as required by law.

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities.

If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at] to let us know the nature of your request and your contact information.

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Global Data Privacy Notice for Job Candidates and Applicants

Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants.

Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available .

By submitting your application, you are agreeing to our use and processing of your data as required.

For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined

AI Disclosure

For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants.

The tool simulates realistic interview scenarios and engages in dynamic conversation.

A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description.

For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate.

The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment.

To request a reasonable accommodation due to disability, please contact accommodations[at]

Required Skill Profession

Business Operations Specialists