OverviewThis opportunity is with aglobal fintech clientknown for driving innovation in digital finance and decentralized technologies. The role is ideal for professionals seeking dynamic, high-impact work in a fast-paced environment, with flexibility through contingent engagement. You'll be embedded in a high-profile support function, helping shape the future of financial systems through customer-centric operations and process excellence. While many roles are remote-first, occasional in-person participation is expected for team-wide and company-wide offsites to foster collaboration and alignment.What You'll Be DoingInvestigate and resolve customer complaints submitted via multiple support channels.Document issues and resolutions with speed and precision.Manage Tier 2 escalations and complex inquiries with minimal guidance.Communicate tactfully and empathetically with internal and external stakeholders.Set performance benchmarks for support analysts through example and execution.Lead investigations across all complaint pillars and channels.Act as a Subject Matter Expert (SME) to assess workflows and drive improvements.Identify process gaps and propose actionable enhancements.Streamline operations and boost team productivity.Represent the customer voice in shaping workflows, policies, and tooling.Support legal teams with evidence analysis and issue research.Organize documentation and manage data with high accuracy.Create visualizations to highlight complaint trends and customer insights.Influence internal change through feedback loops and escalation insights.Present confidently to stakeholders across all levels.Adapt quickly to evolving priorities and organizational shifts.What We Look ForPassion for delivering seamless support experiences in a global fintech environment.Willingness to work defined shifts and attend in-office sessions as needed.Background in complaints, compliance, regulatory affairs, fraud, disputes, or legal/litigation.Minimum 4 years' experience in complaint handling within financial investigations, legal, or tech sectors.Experience across support channels including chat and email.Strong root cause analysis and problem-solving mindset.Adaptability in fast-paced, high-change environments.Excellent communication skills across global teams and departments.Ability to manage pressure and multiple priorities.High attention to detail and data accuracy.Fluent in English (written and spoken).Nice to HavesExperience in project management, analytics, or vendor oversight.Advanced degree in law, finance, or customer experience (CX).Proficiency in Google Apps, JIRA, Salesforce, and Excel.Familiarity with compliance frameworks and regulations impacting Web3 and crypto.