Seasonal Customer Experience

Job Description

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.
Your mission:

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

Tax season 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 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

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.