[Remote] Seasonal Customer Support Contractor (United States & Canada) at Cointracker

United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

3+ years of demonstrated excellence in providing customer service in chat, email and/or phone channels
Ability to connect deeply with customers, understand needs and communicate with empathy
Effortless navigation of common customer service tools and systems (Zendesk, Pipedrive, Slack, Linear, etc.)
Ability to independently prioritize work to get back to customers efficiently
Ability to identify opportunities to communicate proactively to engage with customers
Demonstrated ability to drive business impact
Mission alignment: Hungry and motivated about making progress towards CoinTracker's mission
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
Growth Mindset & Problem Solving: Seeks solutions for complex crypto problems
Customer First Mindset: Understands that the job is to help and enable customers

Responsibilities

Work directly with users, and on a wider range of complex tasks that contribute to the team's goals
Resolve 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

Skills

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

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) Retirement Plan

401(k) Company Match

Paid Vacation

Paid Sick Leave

Risks

IRS's Form 1099-DA may impact users valuing privacy, affecting CoinTracker's user base.

A recent security breach could undermine user trust and raise data privacy concerns.

Coinbase's expansion of its subscription model could increase competition for CoinTracker.

Differentiation

CoinTracker offers seamless crypto portfolio tracking and tax compliance in one platform.

Partnerships with Coinbase and TurboTax enhance CoinTracker's credibility and user reach.

CoinTracker's multichain support includes Arbitrum, Optimism, and Cosmos, broadening its user base.

Upsides

Increased demand for DeFi tax solutions due to IRS's new Form 1099-DA requirements.

Partnership with H&R Block positions CoinTracker in the mainstream tax preparation market.

CoinTracker Connect offers real-time crypto tax advice, enhancing user engagement.

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