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