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