💼 Complaints Senior Lead

Location: Ireland (Remote)

Job Type: Full-Time

Salary: €72,500 EUR/year

(plus bonus + equity + medical, dental, vision benefits)

🌍 About Coinbase

Coinbase’s mission is to increase economic freedom by building the future of finance through crypto and onchain platforms. They seek high performers who are passionate, resilient, and willing to take on bold, global challenges in a fast-paced environment.

🧭 Role Summary

This senior leadership position is focused on regulatory complaints oversight, working across Coinbase entities to ensure global compliance. You’ll manage escalations, audits, and root cause analysis while collaborating with stakeholders to improve Coinbase’s complaint management processes across major regulatory jurisdictions.

🧱 Key Responsibilities

🛡️ Regulatory Oversight & Compliance

• Lead entity-level complaint handling across global regulators: NYDFS, FCA, FSPO, CBI, CFPB, etc.
• Develop governance frameworks to meet regulatory requirements.
• Ensure Coinbase is audit-ready with clear, tailored reporting.

📊 Data, Reporting & Insights

• Oversee complaint data validation and accuracy.
• Prepare reports for ~40 oversight meetings per quarter.
• Highlight key trends, TL;DR summaries, root causes, and issues affecting vulnerable customers.

🔎 RCA & Process Improvements

• Conduct deep-dive root cause analysis (RCA) to identify and resolve systemic issues.
• Create remediation plans and track them to resolution.
• Implement improvements to reduce complaint volumes and improve SLA compliance.

🤝 Stakeholder Management

• Act as primary liaison for regulators and senior leadership.
• Work closely with Legal, Risk, Compliance, and CX teams to ensure integrated regulatory workflows.
• Collaborate with Product and Ops to align on recurring complaint trends.

📅 Audit & Escalation Management

• Manage internal and external audit readiness.
• Serve as a senior escalation point for complex or high-risk complaints.

📈 Strategic Reporting & Forecasting

• Analyze data to predict regulatory risks and propose forward-looking solutions.

📝 Training & Documentation

• Develop comprehensive documentation and training for stakeholders on data analysis, RCA, and reporting.

✅ Requirements

🎓 Education & Knowledge

• Bachelor's degree in Business, Legal Studies, Operations, or related field.
• Strong understanding of global complaints-related regulatory frameworks (esp. NYDFS, FCA, CFPB).

💼 Experience

• 7+ years in complaints, compliance, ops, or risk management within a highly regulated industry.
• Experience managing global regulatory relationships and reporting.
• Track record in regulatory audits, RCA, and cross-functional collaboration.

🛠️ Skills

• Strong data and trend analysis skills.
• Excellent stakeholder management and communication.
• Ability to prioritize and lead projects in a fast-paced, evolving regulatory landscape.

➕ Nice to Have

• Certifications: CAMS, CRCM, etc.
• Experience in crypto/blockchain and relevant laws like MiCA, VASP licensing.