Seasonal Customer Support Contractor

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.

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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

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 $50/hr. The actual compensation offered will be based on a variety of job-related factors including relevant skills, education, and experience.