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

United States

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Cryptocurrency, FinTechIndustries

Requirements

3+ years of demonstrated excellence in providing customer service in chat, email and/or phone channels
Able to connect deeply with customers, understand needs and communicate with empathy
Effortlessly navigates common customer service tools and systems (Zendesk, Pipedrive, Slack, Linear, etc.)
Independently prioritizes work to get back to customers efficiently
Identifies opportunities to communicate proactively to engage with customers
Able to support Customer Support needs daily with exceptional quality
Seeks 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
Understands that our job is to help and enable our customers; positions all communications with that in mind
Demonstrated ability to drive business impact
Hungry and motivated about making progress towards our mission of enabling everyone in the world to use crypto with peace of mind
Say what you believe. Do what you say
Able to clearly talk about the details and also zoom out to the bigger picture

Responsibilities

Provide extraordinary support to customers during tax season ensuring peace of mind for all crypto users
Work 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

Skills

Key technologies and capabilities for this role

Customer SupportTicket ResolutionCSATCryptocurrencyTax ComplianceUser Feedback

Questions & Answers

Common questions about this position

Is this position remote?

Yes, this is a fully remote position.

What are the required skills for this customer support role?

Candidates need 3+ years of demonstrated excellence in customer service via chat, email, and/or phone, ability to connect with customers empathetically, proficiency with tools like Zendesk, Pipedrive, Slack, and Linear, independent prioritization, and proactive communication.

What is the salary or compensation for this role?

This information is not specified in the job description.

What does the company culture emphasize?

CoinTracker values impact, mission alignment to enable crypto use with peace of mind, trust by saying what you believe and doing what you say, and clear communication from details to the big picture.

What makes a strong candidate for this position?

Strong candidates demonstrate role-agnostic qualities like driving impact, mission alignment, trust, and communication, plus role-specific customer service excellence including 3+ years experience, empathy, tool proficiency, prioritization, and proactive engagement.

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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