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.