[All remote jobs](https://jobicy.com/jobs.md)[![CoinTracker logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2021/06/2b703b3ed32c7564a0b9ef1d6b18ebfe.png)](https://jobicy.com/company/cointracker.md)[CoinTracker](https://jobicy.com/company/cointracker.md) # Customer Support (Season Contractor) AI Summary CoinTracker is hiring a seasonal contract Customer Support professional to assist cryptocurrency users during the peak tax season. The role investigates complex wallet, exchange, transaction, and tax-reporting issues through written chat and email support. Success requires strong crypto-domain knowledge, sound deductive reasoning, empathetic communication, and consistent performance against CSAT, quality, SLA, and ticket-resolution goals. The contractor will also document recurring issues and collaborate with Support, Product, and Engineering to improve customer experience.[Apply for this job](#job-application)[View company](https://jobicy.com/company/cointracker.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md)SalaryUSD 50–50 / hourDepartment[Technical Support](https://jobicy.com/categories/technical-support.md)EmploymentContractExperienceOpen levelPublished5 Nov 2026Apply before5 Dec 2026Listing views47Application actions2Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. Opportunity details ## About this role. ### Overview [CoinTracker](https://www.cointracker.io) is on a mission to unlock everyone’s financial potential so they can build the life they want. We started with crypto, building the tax and portfolio tools trusted by millions to make digital assets simple. Today, we’re going further with [Nino](https://www.usenino.com), our AI-powered financial planning product that puts expert-level guidance within reach of everyone, not just the wealthy. We’re a fully distributed team. [Learn more](https://careers.cointracker.com) about our mission, culture, and hiring process. ### Some things we’re proud of * 🛠️ Building foundational tools in the cryptocurrency space * 📄 Over 1M tax forms generated * 💲 $250B+ in cryptocurrency is tracked on CoinTracker (over 5% of the entire crypto market) * 🤝 Partnered with Coinbase, H&R Block, Intuit TurboTax, MetaMask, OpenSea, Phantom, Solana, and Uniswap * 🗺️ Founders: [Jon](https://www.linkedin.com/in/jonlerner/) previously built TextNow (200M downloads), [Chandan](https://www.linkedin.com/in/clodha/) was previously a product manager at Google & Google[x] * 💼 $100M+ venture capital raised from Accel, General Catalyst, Y Combinator, Initialized Capital, Coinbase Ventures, Kraken Ventures, Intuit Ventures, 776 Ventures, [Balaji Srinivasan](https://twitter.com/balajis), [Claire Hughes Johnson](https://twitter.com/chughesjohnson), [Gokul Rajaram](https://twitter.com/gokulr), [Serena Williams](https://twitter.com/serenawilliams), [Zach Perret](https://twitter.com/zachperret) * 🌴 Awesome [benefits](https://www.notion.so/cointracker/Benefits-b5db95c6d3224ab1ae3a384048cbaee3) ### Your mission * Help crypto users get clear, dependable support during the busiest part of the tax year. * Use your crypto knowledge and deductive reasoning to resolve complex customer issues, even when the path forward is unclear. * Make complicated issues easy to understand and share insights that improve CoinTracker’s customer experience. ### Your outcomes for the season * Maintain at least 85% CSAT and 85% Quality while meeting the service-level targets for your assigned queue during the engagement. * After ramp-up, consistently meet the agreed weekly ticket-resolution target without sacrificing accuracy or customer experience. * Resolve complex support cases with clear explanations that help customers understand the issue and next steps. * Surface recurring customer issues with actionable documentation for Support, Product, and Engineering. ### What you will do * Own customer inquiries in the support queue through clear, empathetic written communication and dependable follow-through. * Investigate complex product, wallet, exchange, and tax-reporting issues using crypto knowledge, evidence, and deductive reasoning. * Work through unfamiliar problems in an ambiguous environment, test reasonable hypotheses, and communicate next steps without creating customer confusion. * Partner with Support teammates and leads, and involve Product or Engineering when issues require deeper investigation. * Meet agreed service-level, quality, and customer-satisfaction expectations throughout the seasonal engagement. * Document recurring issues and recommend improvements to support workflows, documentation, and the product. ### What we look for * Core qualities Opportunity alignment: You are motivated by helping crypto users and understand the expectations of a seasonal customer-support role. * High agency: You take ownership, follow through, and proactively communicate blockers or risks. * Exceptional collaboration: You work effectively with Support, Product, and Engineering and share useful context when asking for help. * Critical thinking: You use evidence and deductive reasoning to investigate issues rather than relying on assumptions. * Required skills and experience 3+ years in customer support, with exposure to technical support. * Extensive understanding of crypto, including the ability to apply that knowledge to wallet, exchange, and transaction-related customer issues. * Clear, empathetic written communication that makes complex topics understandable and sets realistic expectations. * Creative problem solving and the ability to take on unfamiliar issues in an ambiguous environment. * Dependable ownership, follow-through, and the ability to meet the agreed seasonal schedule and follow support processes. * Preferred experience Supporting customers through chat and email. * Using Zendesk or a similar ticketing tool. * Nice to have Prior tax-season support experience. * Hands-on experience with CoinTracker or a competing crypto-tax product. * Experience improving documentation or workflows based on recurring customer issues. The compensation for this role is $50/hour. Candidate’s location does not impact the posted salary. The likely dates of employment for this role at January 11, 2027 – April 15, 2027. These dates are subject to change based on business need. Show more [Apply now >](https://jobicy.com/jobs/159189-customer-support-season-contractor.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe position combines high-volume seasonal support expectations with technically and financially complex crypto-tax cases. Candidates must independently investigate ambiguous issues while explaining outcomes accurately and clearly to customers. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per hour)Highly competitive$50US market range (per hour)$35–$600$66 AI insightThe hourly pay period is inferred from the job context; it was not explicitly stated by the employer. The employer explicitly states compensation of $50 per hour. Estimated US market pay for a seasonal technical customer-support contractor with crypto and tax-product knowledge is approximately $35–$60 per hour. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer support](https://jobicy.com/jobs?search_keywords=Customer%20support.md)[Technical troubleshooting](https://jobicy.com/jobs?search_keywords=Technical%20troubleshooting.md)[Cryptocurrency](https://jobicy.com/jobs?search_keywords=Cryptocurrency.md)[Crypto tax reporting](https://jobicy.com/jobs?search_keywords=Crypto%20tax%20reporting.md)[Wallet troubleshooting](https://jobicy.com/jobs?search_keywords=Wallet%20troubleshooting.md)[Exchange troubleshooting](https://jobicy.com/jobs?search_keywords=Exchange%20troubleshooting.md)[Written communication](https://jobicy.com/jobs?search_keywords=Written%20communication.md)[Empathy](https://jobicy.com/jobs?search_keywords=Empathy.md)[Deductive reasoning](https://jobicy.com/jobs?search_keywords=Deductive%20reasoning.md)[Zendesk](https://jobicy.com/jobs?search_keywords=Zendesk.md)[Ticket management](https://jobicy.com/jobs?search_keywords=Ticket%20management.md)[Customer satisfaction](https://jobicy.com/jobs?search_keywords=Customer%20satisfaction.md)[Service-level management](https://jobicy.com/jobs?search_keywords=Service-level%20management.md)[Documentation](https://jobicy.com/jobs?search_keywords=Documentation.md)[Cross-functional collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20collaboration.md) Sample interview questionsHow would you investigate a customer report that a cryptocurrency transaction is missing from their tax report?I would first verify the wallet or exchange connection, synchronization status, transaction identifiers, dates, and asset details. I would compare the available source data with the product record, test likely causes such as unsupported transaction types or import gaps, and provide the customer with clear next steps while escalating reproducible product issues with supporting evidence. How do you explain a complex crypto-tax issue to a customer who is unfamiliar with technical terminology? I start with a concise plain-language explanation of what happened and why it affects their report. I avoid unnecessary jargon, break actions into numbered steps, state any limitations clearly, and confirm what outcome the customer should expect after completing the steps. Describe how you balance ticket-volume targets with support quality during a busy season. I prioritize by urgency, customer impact, and SLA while using consistent investigation and response frameworks. I document findings as I work, reuse approved guidance where appropriate, and slow down for high-risk financial or tax-related cases so that speed never creates inaccurate advice or customer confusion. What would you do if you could not immediately resolve an unfamiliar customer issue? I would collect the relevant facts, form and test reasonable hypotheses, review internal documentation, and seek help from the appropriate teammate with a concise summary of what I checked. I would keep the customer informed of the investigation status and avoid making unsupported promises. How would you identify and communicate a recurring issue to Product or Engineering? I would document the pattern with representative examples, frequency, customer impact, steps to reproduce, observed versus expected behavior, and any workaround. I would then share a concise recommendation through the established escalation process so the team can assess whether a documentation, workflow, or product change is needed. Next step ## Apply now. Follow the employer’s application method and review Jobicy’s safety guidance before sharing personal information. Keep exploring ## Related remote jobs. * ![Cloudbeds logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/3aef1a38-221.png) Cloudbeds Nov 5 New ### [Lead, Customer Support – Thailand](https://jobicy.com/jobs/159177-lead-customer-support-thailand.md) What Makes Cloudbeds Unique At Cloudbeds, we’re not just building software, we’re transforming hospitality. Our platform powers hotels across 150 countries, processing billions in bookings annually. From boutique properties to… * ![AlphaSense logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/01960e94-221.jpg) AlphaSense Nov 5 New ### [Cloud Support Engineer](https://jobicy.com/jobs/159135-cloud-support-engineer-3.md) About AlphaSense: AlphaSense is the AI platform redefining market intelligence and workflow orchestration, trusted by thousands of leading organizations to drive faster, more confident decisions in business and finance. The… * ![LevelUp logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/31e98500-221.png) LevelUp Nov 5 New ### [L1 Hosting Tech Support Agent](https://jobicy.com/jobs/159127-l1-hosting-tech-support-agent-2.md) Company Overview LevelUp is a specialized BPO company that partners with technology companies across the US, UK, Europe, and Canada to provide tailored outsourcing solutions. For over seven years, we… * ![Algolia logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2020/12/WRILS-201202014849-982609.jpg) Algolia Nov 5 New ### [Developer Support Engineer](https://jobicy.com/jobs/159104-developer-support-engineer.md) Algolia is the retrieval intelligence layer that turns intent into trusted, decision-grade outcomes. Powering more than 1.7 trillion queries a year for over 18,000 customers with millisecond latency and 99.999%… * ![Instructure logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2022/04/430057884baf037dd2aa1e1e017e72b6.jpg) Instructure Nov 5 New ### [L1 Support Engineer – Portuguese (Part-time)](https://jobicy.com/jobs/159054-l1-support-engineer-portuguese-part-time.md) At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning… * ![Instructure logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2022/04/430057884baf037dd2aa1e1e017e72b6.jpg) Instructure Nov 5 New ### [L1 Support Engineer – Spanish Backup](https://jobicy.com/jobs/159043-l1-support-engineer-spanish-backup.md) At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning… * ![Dataiku logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/06/5a9d57bf-221.webp) Dataiku Nov 5 New ### [Technical Account Manager – UK](https://jobicy.com/jobs/154667-technical-account-manager-uk.md) Dataiku is the Platform for AI Success, the enterprise orchestration layer for building, deploying, and governing AI. In a single environment, teams design and operate analytics, machine learning, and AI… * ![Dataiku logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/06/5a9d57bf-221.webp) Dataiku Nov 5 New ### [Technical Account Manager – France](https://jobicy.com/jobs/154664-technical-account-manager-france.md) Dataiku is the Platform for AI Success, the enterprise orchestration layer for building, deploying, and governing AI. In a single environment, teams design and operate analytics, machine learning, and AI… * ![Elevenlabs logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/e01b4c5d-221.png) Elevenlabs Nov 5 New ### [Enterprise Solutions Engineer – USA](https://jobicy.com/jobs/154528-enterprise-solutions-engineer-usa.md) About ElevenLabs ElevenLabs is an AI research and product company transforming how we interact with technology. We launched in January 2023 with the first human-like AI voice model. Today, we… * ![Gatik AI logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/d5f87748-221.png) Gatik AI Nov 4 New ### [Field Service Technician](https://jobicy.com/jobs/159007-field-service-technician.md) Gatik, the leader in autonomous middle-mile logistics, is revolutionizing the B2B supply chain with its autonomous transportation-as-a-service (ATaaS) solution and prioritizing safe, consistent deliveries while streamlining freight movement by reducing… [Browse all jobs](https://jobicy.com/jobs.md)