Complaints Senior Lead, Coinbase

€72.5k

+ Target bonus & equity + Employee Stock Purchase Plan

Senior and Expert level
Remote in Ireland
Coinbase

The world’s leading exchange for digital currencies

Open for applications

Coinbase

The world’s leading exchange for digital currencies

1001+ employees

FintechB2CB2BCryptocurrencySaaS

Open for applications

€72.5k

+ Target bonus & equity + Employee Stock Purchase Plan

Senior and Expert level
Remote in Ireland

1001+ employees

FintechB2CB2BCryptocurrencySaaS

Company mission

Their mission is to create an open financial system for the world and to be the leading global brand for helping people convert digital currency into and out of their local currency.

Role

Who you are

  • Bachelor’s degree in Business Administration, Legal Studies, Operations Management, or a related field
  • In-depth understanding of global regulatory frameworks for complaints management, including evolving requirements and expectations from regulators, including NYDFS, FCA and global consumer protection laws
  • 7+ years of experience in complaints management, regulatory compliance, operations management, or a related field within a highly regulated industry
  • Proven track record of leading complex, multi-regional compliance oversight, especially those involving regulatory alignment
  • Working with global regulators such as NYDFS, FCA, FSPO, CBI, CFPB, or equivalent
  • Preparing and presenting tailored reports for senior stakeholders, oversight committees, and regulatory bodies with confidence and precision
  • Proficiency in analyzing complex datasets and transforming raw data into actionable insights, summaries, and trend predictions
  • Exceptional stakeholder management skills, with the ability to build strong relationships across diverse teams (e.g., Legal, Compliance, Risk, and Product)
  • A proactive mindset for identifying opportunities for process improvements and implementing solutions to enhance compliance and efficiency
  • Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced, evolving environment

Desirable

  • Certification in compliance, risk management, or related fields (e.g., CAMS, CRCM)
  • Previous experience in the crypto or blockchain industries, with familiarity with the unique regulatory landscape of digital assets
  • Familiarity with key regulatory initiatives such as MiCA and VASP licensing

What the job involves

  • We are seeking a seasoned Complaints Senior Lead for Entity Oversight and to drive the governance, execution, and strategic oversight of regulatory compliance initiatives within the company’s complaints management framework
  • This role is pivotal in leading entity-level oversight of complaints across global regulatory bodies, including the NYDFS, FCA, FSPO, CBI, and CFPB, ensuring that complaint-handling processes align with the distinct and evolving requirements of each regulatory jurisdiction
  • The Senior Lead will spearhead the integration of regulatory obligations into workflows and policies, providing tailored reporting and actionable insights for oversight across multiple Coinbase’s entities
  • In addition to resolving escalated regulatory inquiries and audit findings, the Senior Lead will conduct root cause analysis, prioritize systemic issue remediation, and provide nuanced insights—such as vulnerable customer analysis and foreseeable trends—to drive continuous improvement and ensure all complaint-handling processes exceed global compliance standards
  • Lead entity-level complaints management, ensuring compliance with global regulatory requirements, including NYDFS, FCA, FSPO, CBI, CFPB, and other regulatory bodies
  • Develop and implement structured governance frameworks to align complaint-handling processes with each entity’s unique obligations
  • Prepare regulatory reports and ensure audit readiness by providing comprehensive, accurate, and contextualized insights
  • Oversee data validation and accuracy across complaints datasets, ensuring consistency and completeness across all Coinbase entities
  • Create and present tailored reports for approximately 40 oversight meetings per quarter, including TL;DR summaries, RCA findings, and vulnerable customer insights
  • Collaborate with stakeholders to identify key issues, trends, and actionable insights, aligning reporting to entity-specific needs and regulatory expectations
  • Conduct in-depth RCAs to identify systemic issues driving complaints and recommend strategic solutions
  • Develop and track remediation plans, collaborating with cross-functional teams to address root causes and improve customer experiences
  • Drive process improvements to reduce complaint volumes, enhance SLAs, and meet emerging regulatory requirements
  • Act as the primary contact for entity leadership and regulatory bodies, managing escalations and providing nuanced insights
  • Partner with Legal, Compliance, Risk, and Customer Experience teams to ensure seamless integration of regulatory obligations into workflows and processes
  • Engage with cross-functional teams, including Product and Operations, to address complaint trends and influence organizational priorities
  • Prepare for and respond to internal and external audits, ensuring all regulatory inquiries are addressed effectively with comprehensive data and insights
  • Serve as the escalation point for high-profile or complex complaints, leveraging expertise to provide resolutions that align with regulatory and business expectations
  • Provide entity-specific insights on emerging trends and regulatory shifts, highlighting foreseeable challenges and opportunities
  • Analyze data to predict trends, ensuring proactive alignment with evolving regulatory demands
  • Create comprehensive documentation for complaints oversight processes, including methodologies tailored to unique entity requirements
  • Train and upskill team members and stakeholders on interpreting data, conducting RCA, and preparing regulatory reports with actionable insights

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Insights

Led by a woman
Top investors

-24% employee growth in 12 months

Company

Company benefits

  • 12 weeks maternity/paternity leave
  • Vision and dental care
  • Commuter benefits
  • Learning and development budget
  • Unlimited paid time off policy
  • Work from home opportunities
  • Health insurance

Funding (last 2 of 8 rounds)

Oct 2018

$300m

GROWTH EQUITY VC

Oct 2018

$108.1m

SERIES D

Total funding: $633.4m

Our take

Coinbase allows its users to create their own crypto wallets and start buying or selling cryptocurrencies by connecting with their bank accounts. It also provides a series of merchant payment processing systems and tools that support transactions with many popular websites.

Coinbase has recently made a big push to broaden its services away from consumers and they want to cater services from institutional investors.

Coinbase currently offers one of the largest selection of cryptocurrency assets - over 10,000 but does not allow trading on all of them. The company wisely keeps such offerings to the most stable assets however, the list is always expanding. Coinbase see a much wider adoption of cryptocurrency and tokens in the future, and plan to expand potentially to millions in the future. It speaks volumes to Coinbase's goals of wider global adoption that former UK Finance Minister George Osborne is now an Advisor at the company.

Coinbase's lofty ambitions paid off in it being the first crypto listing on the NASDAQ. The company has weathered several bull and bear runs in the cryptocurrency industry through diversification of its offerings, including wallet-as-a-service technology for crypto platforms, and has acquired healthy coffers of cryptocurrency assets. The aim is to eventually operate independently of the volatility surrounding cryptocurrencies.

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Freddie

Company Specialist at Welcome to the Jungle