CX Manager (United States & Canada)

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.

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

Location Type: Remote Employment Type: FullTime

Your Mission

Lead CoinTracker’s Customer Support team delivering extraordinary support for our personal users and self service Enterprise users during tax season and year round.

Your One Year Outcomes

• Achieve 80% CSAT across all servicing channels and 90% of all SLAs.
• Improve team efficiency and manage costs effectively with the effective management of Contractors and BPO Resources.

What You Will Do

• Provide extraordinary support for all customers.
• Create a culture of kindness, empathy, and excellence.
• Be a champion of the customer and bring the VOC to the organization

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 Support fundamentals & Customer first mindset:
  • 5+ years of demonstrated excellence in customer service strategy and BPO Management
  • Works cross-functionally and with leadership to contribute and drive the company's strategy and resource allocation
  • Drives continuous progress on goals and KPIs
  • Knowledge of operating core support and support operations teams
  • 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.”
  • Builds processes and tools to up-level the entire team for the long-term
• People leadership:
  • Effectively sets expectations and provides continuous feedback
  • Ability to manage in-house and outsourced teams, understand end-to-end service delivery, maintain high service quality standards, and drive efficiency across operations
  • Sets a clear and compelling vision and goals
  • Evaluates performance. Rewards high performance and addresses underperformance
  • Strong manager and coach
  • Strong listener
• Growth mindset & Problem solving:
  • Seeks solutions for complex and ambiguous challenges in customer support, and will not rest until a clear outcome is achieved.
  • Enjoys tackling challenging problems, viewing unraveling a puzzle as an exciting opportunity.
  • Relentlessly curious
  • Self directed
  • Willing to answer tickets to understand users and how the support team works
  • Makes sound decisions rooted in goals. Can see around corners and anticipates solutions.

Compensation

The starting salary for this position is between $136,000 - $170,000. The actual compensation offered will be based on a variety of job-related factors including relevant skills, education, and experience. This position also includes equity in CoinTracker and benefits like medical, dental, vision, 401(k), life insurance, and PTO.