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