Overview

CoinTracker makes cryptocurrency portfolio tracking and tax compliance simple. CoinTracker enables consumers and businesses to seamlessly track their cryptocurrency portfolio, investment performance, taxes, and more. We are a globally distributed team on a mission to enable everyone in the world to use crypto with peace of mind.

Your mission

  • Provide extraordinary support to customers during tax season ensuring peace of mind for all crypto users

Tax season outcomes

  • Work directly with users, and on a wider range of complex tasks that contribute to the team’s goals, resolving an average of 40 support tickets each week with exceptional quality
  • Maintain a customer satisfaction (CSAT) score of at least 85%
  • Regularly provide valuable feedback based on customer interactions to help identify and address product or process issues

What we look for

Role-agnostic

  • Impact: Demonstrated ability to drive business impact
  • Mission alignment: Hungry and motivated about making progress towards our mission of Enabling everyone in the world to use crypto with peace of mind.
  • Trust: Say what you believe. Do what you say.
  • Communication: Able to clearly talk about the details and also zoom out to the bigger picture

Role-specific

  • Previous experience working in the crypto space
  • Customer Service Fundamentals
    • 3+ years of demonstrated excellence in providing customer service in chat, email and/or phone channels
    • Able to connect deeply with customers, understand needs and communicate with Empathy
    • Effortless navigates common customer service tools and systems (Zendesk, Pipedrive, Slack, Linear, etc)
    • Independently prioritizes work to get back to customers efficiently
    • Identifies opportunities to communicate proactively to engage with customers
    • Able to support Customer Support needs daily with exceptional quality
    • Relationships with Customers increase perception of CoinTracker in the marketplace
  • Growth Mindset & Problem Solving
    • Seeks solutions for complex crypto problems, will not rest until there is a clear outcome
    • Enjoys a hard problem, looks at unraveling a puzzle as an exciting opportunity
  • Customer First Mindset
    • Understands that our job is to help and enable our customers; positions all communications with that in mind
    • Knows that it is about “them” not “us”

The hourly rate for this position is $48/hr. The actual compensation offered will be based on a variety of job-related factors including relevant skills, education, and experience.

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