Seasonal Customer Support Contractor (United States & Canada)

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. Learn more 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 previously built TextNow (200M downloads), Chandan 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, Claire Hughes Johnson, Gokul Rajaram, Serena Williams, Zach Perret
• 🌴 Awesome benefits

Your mission

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

Your 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 you will do

• 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

• 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 for this position is between $55/hr - $69/hr.