Customer Success Lead
TurnstileSalary not specified
- Full Time
- Junior (1 to 2 years)
Not SpecifiedCompensation
Entry Level & New GradExperience Level
Full TimeJob Type
UnknownVisa
Cryptocurrency, Financial TechnologyIndustries
Position Overview
- Location Type: Remote
- Employment Type: Full-Time
- Salary: Not provided
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
Requirements
- Customer support/success experience
- Crypto knowledge
- Ability to identify problems and solutions
- Strong communication skills
- Ability to prioritize workload
Responsibilities
- Drive CoinTracker brand loyalty through exceptional customer support and customer success.
- 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.
- 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.
Application Instructions
- Not provided
Company Information
- CoinTracker’s mission is to enable everyone in the world to use crypto with peace of mind.
Skills
Customer support
Customer success
Crypto knowledge
Problem-solving
Communication skills
Workload prioritization
Cointracker
Cryptocurrency portfolio tracking and tax reporting
About Cointracker
CoinTracker helps individuals and businesses manage their cryptocurrency investments and tax obligations. It offers a portfolio tracking and tax reporting software that allows users to connect their crypto wallets and exchanges, enabling them to monitor their balances, transactions, and investment performance in one place. A key feature is its tax reporting capabilities, which assist users in calculating their cost basis, net fiat invested, and capital gains, simplifying compliance with complex tax regulations. CoinTracker operates on a subscription-based model, providing premium features for a fee while also offering a free tier to attract new users. The goal is to provide essential services for portfolio management and tax compliance in the growing cryptocurrency market.
San Francisco, CaliforniaHeadquarters
2017Year Founded
$98.8MTotal Funding
SERIES_ACompany Stage
Crypto & Web3, Financial ServicesIndustries
51-200Employees