Complaints Analyst

📋 Description

• Investigate, troubleshoot, and respond to customer complaints; document issues.
• Manage Tier 2 issues and escalations; resolve complex cases with minimal guidance.
• Communicate effectively with internal and external stakeholders.
• Own process improvements; raise standards for support analysts.
• Lead cross-channel investigations; act as SME for workflows.
• Represent customer voice; relay feedback to internal teams.

🎯 Requirements

• Motivated by helping customers; deliver seamless support for global users.
• Must work defined shift as required by the business.
• Background in compliance, regulatory, fraud, disputes, legal, or litigation.
• Minimum 3 years of relevant experience in financial services, crypto, investigations, legal or tech.
• Embraces AI for productivity and innovation; uses AI judiciously.
• Experience with voice, email, and chat support channels.

🎁 Benefits

• Remote-first culture; not remote-only; in-person participation and offsites.
• Equal opportunity employer; accommodations available on request.
• Salary transparency with base salary ranges disclosed.