Head of Customer Support

Remote from
Job function
Customer Success
Job type
Full Time,
Job posted
Apply before
18 Oct 2023

About CoinTracker

Cryptocurrency portfolio assistant. Seamlessly track your portfolio, investments, taxes and more.

Actively Hiring
4.9 Rated

CoinTracker makes cryptocurrency portfolio tracking and tax compliance simple. Beyond cryptocurrency, we are building a general automated financial assistant for all financial assets. Our mission is to increase the financial freedom and prosperity of the world.

Some things we’re proud of:

🛠️ Building foundational tools in the cryptocurrency space

📈 Strong growth trajectory

💲 $50B+ in cryptocurrency is tracked on CoinTracker – over 5% of the entire crypto market

🤝 Partnered with Coinbase, Uniswap, OpenSea, eToro, H&R Block and other industry leaders

💼 Venture-backed by Accel, General Catalyst, Y Combinator, Initialized Capital, Coinbase Ventures, Kraken Ventures, Intuit Ventures, 776 Ventures, Balaji Srinivasan, Claire Hughes Johnson, Gokul Rajaram, Ryan Shea, Serena Williams, Zach Perret, and others

🗺️ Founders: Jon previously built TextNow (200M downloads), Chandan was previously a product manager at Google & Google[x]

Your opportunity

Lead CoinTracker’s Support function. Build a world-class customer experience for CoinTracker’s users. Use the voice of the customer to drive improvements in CoinTracker’s product.

1-year outcomes

  • 90% SLA for first response time on chat and email
  • 90% CSAT on chat and email
  • <5% CoinTracker contact rate
  • No accumulation of backlog tickets

You will

  • Lead the Customer Support team at CoinTracker, enabling CoinTracker to become the best customer support experience in the cryptocurrency space
  • Build a rigorous, systematic customer support process, enabling users to get quality support quickly
  • Ensure that CoinTracker is hitting target metrics on SLA and CSAT across chat, email and any additional new channels
  • Surface feedback from users to help inform the product and engineering roadmap
  • Cover support for CoinTracker users in the United States, Canada, United Kingdom, and Australia. Cover support for users coming in from non-supported countries
  • Install a culture of “obsess over users” across CoinTracker
  • Launch CoinTracker’s user community program

Some of the skills that we are excited about

  • Experience leading the Support function in a high-growth technology company with a very high talent bar
    • Bonus: in a remote working environment
  • Experience managing a team of tens of Customer Support team-members, ideally at a Series A growth company
  • Skillful at building a long-term support strategy that enables CoinTracker to keep up with the volume of tickets and drives constant improvements in customer support
  • Excellent customer service skills and written communication
  • Deep interest in the product development process and how customer feedback can improve the quality of CoinTracker’s product
  • Highly aligned with our founders and team on our values
  • Genuine interest in cryptocurrency and personal finance
  • Work effectively in a remote setting and able to overlap with our core hours of 9 AM to 12 PM PT

Apply now >

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What position is CoinTracker hiring for?

CoinTracker is hiring a remote Head of Customer Support from ,

What type of employment does CoinTracker offer?

This is a Full Time role.