Seasonal Customer Experience

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.

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

• 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

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

• Previous experience working in the crypto space
• 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 rate for this position is $48/hr. The actual compensation offered will be based on a variety of job-related factors including relevant skills, education, and experience.

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