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.

Some things we’re proud of

• ️ Building foundational tools in the cryptocurrency space
• Over 1M tax forms generated
• $80B+ 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
• Awesome benefits

Your mission

Drive CoinTracker brand loyalty through exceptional customer support and customer success.

One-year outcome

• Drive retention of key relationships amongst enterprise customers and premium consumer segment
  • Onboard & manage first 50 Enterprise Clients
  • Manage 50% of Whale Accounts
  • Achieve 90% Satisfaction with all Enterprise Clients and Whale Customers
• Identify and implement strategic improvements in the customer experience team across both support and success, which reduce ticket volume by 10% and/or drive >5 pt increase in satisfaction
• Deliver an industry leading customer experience through ticketing, supporting 50% of Priority Support needs with +80% CSAT
• Demonstrate an expertise in Crypto and the CoinTracker product; provide regular insights and customer feedback to improve customer loyalty, reduce friction in the product and differentiate CoinTracker

What you will do

• This role is a blend of customer support/success (50/50) with a goal of transitioning to a 100% customer success/client management role
• Resolve customer support tickets from consumer customers, as well as manage relationships with premium support segment/Enterprise Customers
• Engage with customers across phone, video, email and other channels as required
• The position requires working during U.S. business hours

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
  • Able to identify problems and solutions, provide recommendations, and prioritize workload for the most significant impact
  • Trend and identify high-volume issues to impact change
  • Have a customer first mindset; advocate for the customer and serve as their voice across the organization
  • Ability to communicate with C-level executives, high-net-worth individuals, and/or advanced crypto users and when doing so clearly & succinctly articulate challenges and resolutions while appropriately setting customer expectations with empathy