---
title: 'Complaints Analyst II at Coinbase'
canonical: 'https://feeny.ai/job/complaints-analyst-ii-coinbase-manila-1cm3pvvsb8tk'
type: 'job'
last_seen: '2026-09-14'
---

# Complaints Analyst II at Coinbase

- **Company:** Coinbase
- **Location:** Manila, Philippines
- **Compensation:** PHP 850k
- **Posted:** 2026-09-10
- **Last confirmed live:** 2026-09-14
- **Apply:** https://www.coinbase.com/careers/positions/6873377?gh_jid=6873377

## Job description

Ready to do the most impactful work of your career? At [Coinbase](https://www.coinbase.com/?utm_campaign=mt_o_m_w_m_m__coi_0_jd-onchain&utm_source=coinbase), we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” [learn more about working at Coinbase](https://www.coinbase.com/careers).

Job Description

As a Complaints Analyst II within Customer Experience Team, you'll own the full resolution of escalated consumer complaint cases from intake through closure. This team provides elevated support to complaints agents by investigating and resolving complex customer escalations across consumer support pillars, including Payments, Identity, Crypto, and Compliance. You'll investigate root causes using internal tools, partner cross-functionally to unblock cases with external dependencies, and drive timely outcomes within defined service levels. What you'll do:

- 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 and determine appropriate resolution paths.
- Partner with internal teams such as Payments Risk, EDD, and Compliance to progress cases with external dependencies and unblock stalled escalations.
- 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 with clear documentation and recommendations for improvement.

Required Skills and Experience:

- 2+ years of experience in consumer support, complaints handling, or escalation management within financial services, crypto, or fintech, with exposure to one or more pillars including Payments, Identity, Crypto, or Compliance.
- 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, or similar).
- Proven track record of managing a full caseload independently, prioritizing multiple open cases simultaneously, and consistently meeting service-level deadlines.
- Clear, accurate written communication for both internal case documentation and customer-facing responses, with the ability to summarize complex issues concisely.
- Full-time, in-office presence five days a week in Hyderabad, India, with availability to support the team's operational schedule.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

P70667 Pay Transparency Notice:The target annual base salary for this position can range as detailed below. Total compensation may also include bonus eligibility and benefits (including medical, dental, and vision).

Annual base salary range (excluding bonus): ₱849,800—₱849,800 PHP

- Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
- Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
- US Applicants: View[Employee Rights](https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf),[Know Your Rights](https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf), and[E-Verify](https://static-assets.coinbase.com/e-verify.pdf) Notice of Participation.
- Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology?[Click here](https://chromewebstore.google.com/detail/screen-reader/kgejglhpjiefppelpmljglcjbhoiplfn) to download a free compatible screen reader and view the[tutorial](http://www.chromevox.com/tutorial/).
- Data Privacy & Arbitration: By submitting your application, you agree to our[Candidate Privacy Notice](https://www.coinbase.com/legal/applicant_privacy_notice). US applicants: By submitting your application, you agree to[Arbitration of Disputes](https://www.coinbase.com/legal/application-arbitration-agreement).

## About Coinbase

## Company Overview
- **One-liner**: Coinbase is a trusted platform for engaging with crypto assets, including trading, staking, safekeeping, spending, and global transfers, with a mission to increase economic freedom for over 1 billion people.
- **Entity Type**: Public (ticker: COIN)
- **Headquarters**: San Francisco, California, USA
- **Founded**: 2012
- **Founders**: Brian Armstrong, Fred Ehrsam

## Core Business
- Primary industry/industries: Cryptocurrency exchange, digital asset financial services, blockchain infrastructure
- Target customers: Both retail (B2C) and institutional (B2B), including individuals, ecosystem partners, and enterprises
- Mission or purpose statement: "To increase economic freedom in the world" and help 1 billion people access an open financial system daily via our products.

## Products & Services
- **[Coinbase Exchange]**: A regulated cryptocurrency exchange for retail customers to buy, sell, trade, and stake digital assets.
- **[Coinbase Prime]**: An institutional-grade trading, custody, and staking platform for hedge funds, asset managers, and corporations.
- **[Coinbase Wallet]**: A self-custody crypto wallet for storing and interacting with decentralized applications.
- **[Base]**: An Ethereum Layer 2 blockchain built on Optimism's OP Stack, designed to scale the onchain economy.
- **[USDC]**: A leading USD-pegged stablecoin co-developed with Circle, integrated into Coinbase’s products.
- **[Coinbase One]**: A subscription service offering zero-fee trading and enhanced benefits.

## Market Standing
- **Valuation/Market Cap**: Not publicly available from provided data (public company; market cap fluctuates)
- **Key Metric**: Quarterly trading volume of $202 billion and $294 billion in assets on platform as of March 31, 2026; over 245,000 ecosystem partners in 100+ countries
- **Notable Investors/Partners**: Board members include Marc Andreessen (Andreessen Horowitz), Gokul Rajaram, and Fred Ehrsam; Global Advisory Council; partners include Circle (USDC) and multiple regulatory bodies
- **Growth Signals**: 4,900+ employees globally; expansion into derivatives trading; launch of Base (Layer 2); ongoing regulatory engagement to shape crypto policy

## Competitive Advantages
- Strong regulatory compliance foundation rooted in traditional financial best practices (e.g., KYC, AML)
- High trust brand among retail and institutional users in the crypto space
- Extensive product ecosystem covering exchange, custody, staking, wallet, and Layer 2 infrastructure
- Large, growing user base and deep liquidity across 100+ countries

## Strategic Focus
- Scaling onchain activity through Base and developer partnerships
- Advocating for clear, responsible crypto regulation worldwide
- Expanding institutional services and derivative products
- Maintaining a strong compliance posture while innovating on product speed and access

## Why Work Here
- **Culture**: "Championship team" mentality with high expectations for performance and outsized rewards; apolitical workplace focused solely on the mission
- **Work model**: Remote-first, not remote-only – most roles are remote with periodic in-person events; hybrid options available for some teams
- **Perks**: Generous severance for unremarkable performance; emphasis on individual star performers; mission-driven environment with tangible impact on global economic freedom
- **Engineering culture**: Builders and techno-optimists; cutting-edge crypto and blockchain technology; fast-paced, high-autonomy environment

## Sources
1. [Coinbase Careers](https://www.coinbase.com/careers)
2. [Coinbase About](https://www.coinbase.com/en-de/about)
3. [Coinbase LinkedIn](https://www.linkedin.com/company/coinbase)
4. [Coinbase Mission, Strategy & Culture](https://www.coinbase.com/blog/our-mission-strategy-and-culture)
5. [Coinbase Careers - Positions](https://www.coinbase.com/careers/positions)

## Other roles at Coinbase

- [Derivative Sales Analyst](https://feeny.ai/job/derivative-sales-analyst-coinbase-united-states-4sbn4xv6tw9v) — United States
- [Senior Strategic Program Lead](https://feeny.ai/job/senior-strategic-program-lead-coinbase-united-states-5dzscxjeth4m) — United States
- [Operational Excellence Senior Program Lead](https://feeny.ai/job/operational-excellence-senior-program-lead-coinbase-united-states-psatzgeq93jd) — United States
- [Senior Software Engineer, Developer Infrastructure](https://feeny.ai/job/senior-software-engineer-developer-infrastructure-coinbase-united-states-e8kktak4et0n) — United States
- [Customer Support Specialist II](https://feeny.ai/job/customer-support-specialist-ii-coinbase-manila-k62z48mawth5) — Manila, Philippines
- [Complaints Analyst II](https://feeny.ai/job/complaints-analyst-ii-coinbase-manila-fk71v45rn9m7) — Manila, Philippines
- [Complaints Analyst II](https://feeny.ai/job/complaints-analyst-ii-coinbase-manila-98cwvaz68t8m) — Manila, Philippines
- [Senior Staff Software Engineer, Platform - IAM](https://feeny.ai/job/senior-staff-software-engineer-platform-iam-coinbase-united-states-yn845prgahj4) — United States
- [Software Engineer, Developer Infrastructure](https://feeny.ai/job/software-engineer-developer-infrastructure-coinbase-united-states-yx9z05n33bdg) — United States
- [Senior Software Engineer, Core Infra Systems](https://feeny.ai/job/senior-software-engineer-core-infra-systems-coinbase-united-states-mr92renarbqv) — United States