[Hiring] Customer Support @CoinTracker

Role Description

Help crypto users get clear, dependable support during the busiest part of the tax year.

• Use your crypto knowledge and deductive reasoning to resolve complex customer issues, even when the path forward is unclear.
• Make complicated issues easy to understand and share insights that improve CoinTracker’s customer experience.

Your outcomes for the season:

• Maintain at least 85% CSAT and 85% Quality while meeting the service-level targets for your assigned queue during the engagement.
• After ramp-up, consistently meet the agreed weekly ticket-resolution target without sacrificing accuracy or customer experience.
• Resolve complex support cases with clear explanations that help customers understand the issue and next steps.
• Surface recurring customer issues with actionable documentation for Support, Product, and Engineering.

What you will do:

• Own customer inquiries in the support queue through clear, empathetic written communication and dependable follow-through.
• Investigate complex product, wallet, exchange, and tax-reporting issues using crypto knowledge, evidence, and deductive reasoning.
• Work through unfamiliar problems in an ambiguous environment, test reasonable hypotheses, and communicate next steps without creating customer confusion.
• Partner with Support teammates and leads, and involve Product or Engineering when issues require deeper investigation.
• Meet agreed service-level, quality, and customer-satisfaction expectations throughout the seasonal engagement.
• Document recurring issues and recommend improvements to support workflows, documentation, and the product.

Qualifications

• 3+ years in customer support, with exposure to technical support.
• Extensive understanding of crypto, including the ability to apply that knowledge to wallet, exchange, and transaction-related customer issues.
• Clear, empathetic written communication that makes complex topics understandable and sets realistic expectations.
• Creative problem solving and the ability to take on unfamiliar issues in an ambiguous environment.
• Dependable ownership, follow-through, and the ability to meet the agreed seasonal schedule and follow support processes.

Requirements

• Opportunity alignment: You are motivated by helping crypto users and understand the expectations of a seasonal customer-support role.
• High agency: You take ownership, follow through, and proactively communicate blockers or risks.
• Exceptional collaboration: You work effectively with Support, Product, and Engineering and share useful context when asking for help.
• Critical thinking: You use evidence and deductive reasoning to investigate issues rather than relying on assumptions.

Preferred Experience

• Supporting customers through chat and email.
• Using Zendesk or a similar ticketing tool.

Nice to Have

• Prior tax-season support experience.
• Hands-on experience with CoinTracker or a competing crypto-tax product.
• Experience improving documentation or workflows based on recurring customer issues.

Benefits

The compensation for this role is $50/hour. Candidate's location does not impact the posted salary.