Associate Manager, Complaints - Dublin COE

📌 Role Snapshot

• Title: Associate Manager, Complaints
• Team: Customer Experience (CX), Complaints Operations
• Location: Dublin, Ireland (onsite)
• Salary: €79,900/year + Equity + Benefits
• Travel: Up to 15% (Coinbase offices & vendor sites)

🎯 Mission of the Role

You’ll lead a team of complaints analysts in Coinbase’s Formal Complaints Team, ensuring excellent operational performance and compliance. You'll collaborate cross-functionally (e.g., Legal, Product, Engineering) to resolve escalated customer issues and continuously improve complaint-handling systems globally.

🧠 Key Responsibilities

• Lead a high-performing team that handles regulatory, litigation, and formal customer complaints
• Track and analyze complaint trends and service-level metrics
• Drive process improvements based on regulatory compliance and customer feedback
• Partner with Legal, Product, Quality, Training and other teams
• Provide coaching, mentoring, and career development support to analysts
• Ensure adherence to performance, attendance, and scheduling expectations
• Own queue management and team-level project oversight
• Champion change management and lead with Coinbase’s mission in mind

✅ Requirements

• 5+ years in financial services, tech, or customer support
• Proven success managing complaints or high-volume support teams
• Experience across multiple support channels: email, voice, chat, social
• Strong people management and data-driven decision-making skills
• Passion for Coinbase’s mission and Web3/crypto enthusiasm
• Strong verbal/written communication with the ability to simplify complex topics
• Comfortable using JIRA, Google Workspace, Salesforce Service Cloud
• Ability to thrive in a high-growth, fast-moving environment

⭐ Nice to Haves

• Experience with Coinbase products or other crypto exchanges
• Advanced degree in business, finance, or blockchain
• Familiarity with regulatory frameworks in financial services or crypto