Job Description

Locations

• Luxembourg, United States (Remote)

Salary

Skills Required

• investigating, troubleshooting and responding to complaintsintermediate
• leveraging available tools effectivelyintermediate
• communication skillsintermediate
• process ownership and SME analysisintermediate
• identifying gaps and proposing improvementsintermediate
• streamlining operationsintermediate
• researching complex issues and analyzing evidenceintermediate
• document organization and managementintermediate
• data handlingintermediate
• compiling visualizationsintermediate
• relaying feedbackintermediate
• conveying information to audiencesintermediate
• flexibility and continuous learningintermediate
• compliance, regulatory, fraud, disputes background, legal background, or litigation experienceintermediate
• experience with voice, e-mail, and chat channelsintermediate
• curiosity to investigate root causesintermediate
• adaptabilityintermediate
• phenomenal communication skillsintermediate
• execute under pressureintermediate
• attention to detail and proofreadingintermediate
• proficiency in English and Frenchintermediate

Required Qualifications

• Motivated by our mission and creating a seamless support experience for our global customer base (experience)
• Must work in a defined shift, as required by the business (experience)
• Must work in the office, as and when required by the business (experience)
• Complaints Analysts with compliance, regulatory, fraud, disputes background, legal background, or litigation experience (experience)
• Minimum of 3 years of relevant experience in financial services, crypto, investigations, legal or tech industry (experience)
• Experience with different channels of support, including voice, e-mail, and chat (experience)
• Curiosity to chase problems to root cause and rollup sleeves to investigate the unknown/unusual (experience)
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization (experience)
• Possess phenomenal communication skills to confidently present information globally across multiple departments and stakeholders, ensuring effective communication at all levels (experience)
• Ability to execute under pressure and within tight timelines while juggling multiple projects (experience)
• Highest level of accuracy, superb attention to detail, and excellent proofreading skills (experience)
• Proficiency in both English and French, with the ability to read, write, and communicate effectively in both languages (experience)

Preferred Qualifications

• Experience in project management, analytics and/or vendor management (experience)
• An advanced degree in Business, Finance, or Customer Experience (CX) is preferred but not mandatory (experience)
• Advanced understanding of Google apps, JIRA, Salesforce Service Cloud (experience)
• Experience working with and partnering with external outsource business partners (experience)
• Intermediate+ knowledge of Coinbase’s products and services, crypto ecosystem, and regulations impacting Web3 and cryptocurrency. Familiarity with blockchain fundamentals and a working understanding of decentralized finance (DeFi) use cases are highly desirable (experience)

Responsibilities

• Responsible for providing support for Coinbase customers that submitted complaints through different channels by investigating, troubleshooting and responding to complaints. Lead the charge in swiftly gathering and documenting customer issues and resolutions with unparalleled efficiency
• Manage, prioritize, and respond to Tier 2 issues, inquiries, and escalations and resolve complex escalations with minimal guidance, demonstrating your adeptness in leveraging available tools effectively
• Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner
• Set a high bar for support analysts within the organization by setting an example through performance and work ethic
• Take the reins in providing comprehensive support for consumer complaints across all pillars, spearheading thorough investigations across all channels and take ownership of processes or act as a Subject Matter Expert (SME) to analyze and understand existing workflows
• Identify gaps in processes and propose actionable improvements to enhance efficiency
• Proactively lead efforts to streamline operations and boost productivity
• Play a key role in shaping and optimizing internal processes for sustainable growth and success
• Represents the voice of our customer in proactively driving impactful changes across workflows, policies and tools by succinctly relaying customer feedback in escalations to internal support teams and Complaints leadership
• 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
• Command attention and instill confidence as you convey information to audiences at all levels internally and externally
• 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

Benefits

• general: bonus eligibility
• general: equity eligibility
• general: benefits (including medical, dental, and vision)

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