Complaints Analyst III
"About The Role"
About This Role
As a Complaints Analyst III within Customer Experience, you'll be at the intersection of customer advocacy and regulatory diligence—handling consumer, regulatory, and litigation-support complaints for one of the world's leading crypto platforms. This is a chance to shape how a global blockchain company builds trust at scale, owning cases end-to-end while helping refine processes that support millions of users engaging with smart contracts, DeFi products, and digital assets.
What You'll Be Doing
Own assigned complaint cases from intake to resolution, gathering account data, transaction histories, and customer communications tied to blockchain-based products
Deliver accurate, well-documented responses within strict SLA timelines, ensuring fair outcomes for crypto customers
Maintain detailed case records in Salesforce—including investigation notes and resolution rationale—and route cases through QC review before closure
Escalate nuanced or ambiguous cases to leadership with clear documentation and a well-reasoned initial assessment
Identify recurring complaint trends or process gaps, feeding insights back to leadership to strengthen the distributed customer experience framework
Engage in calibration sessions, ongoing training, and nesting to stay current with evolving quality standards in a fast-moving web3 landscape
What We're Looking For
1-2 years of experience in complaints handling, dispute resolution, or customer service within fintech, crypto, or another regulated industry
Strong written communication skills, with proven ability to apply structured procedures and escalation protocols
A track record of consistently meeting SLA and quality benchmarks in a high-volume, QC-driven production environment
Professional fluency in English, with flexibility to work defined shift schedules
Professional-level fluency in French, enabling you to investigate and resolve complaints from French-speaking crypto customers
Comfort using generative AI tools responsibly, with human oversight, to boost workflow efficiency and output quality
Bonus Points
Prior exposure to blockchain, digital assets, or decentralized finance platforms
Familiarity with regulatory complaint frameworks in financial services or fintech
Experience working cross-functionally with compliance, legal, or risk teams
Why Join Us
Competitive base salary of €82,000, plus equity and bonus eligibility
Comprehensive medical, dental, and vision benefits
Remote-first culture with quarterly in-person "surges" to connect and collaborate
A front-row seat to building economic freedom through blockchain innovation, with real opportunities for growth
About Base
Base is a secure, low-cost, builder-friendly Ethereum L2 built to bring the next billion users onchain. Built on the open-source OP Stack by Coinbase.
Ready to Apply?
To submit your application for this position, please visit Base's official website and follow their application process.