Seasonal Customer Support Contractor (United States & Canada)
OverviewCoinTracker 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 of️ 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 Uniswap️ 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 benefitsYour missionProvide extraordinary support to customers during tax season ensuring peace of mind for all crypto users.Your outcomesWork 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 doWork 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 forRole-agnosticImpact: Demonstrated ability to drive business impactMission 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 pictureRole-specificCustomer Service Fundamentals3+ years of demonstrated excellence in providing customer service in chat, email and/or phone channelsAble to connect deeply with customers, understand needs and communicate with EmpathyEffortless navigates common customer service tools and systems (Zendesk, Pipedrive, Slack, Linear, etc…)Independently prioritizes work to get back to customers efficientlyIdentifies opportunities to communicate proactively to engage with customersAble to support Customer Support needs daily with exceptional qualityRelationships with Customers increase perception of CoinTracker in the marketplaceGrowth Mindset & Problem SolvingSeeks 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 MindsetUnderstands 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.