[Remote] Technical Support Contractor at Cointracker

United States

Apply Now

Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Cryptocurrency, FinTechIndustries

Requirements

Demonstrated ability to drive business impact (role-agnostic)
Mission alignment: Hungry and motivated about 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
Problem Solving: Seeks solutions for complex crypto problems, will not rest until there is a clear outcome; enjoys unraveling puzzles
Technical Troubleshooting: Able to identify and diagnose technical issues across wallets, blockchains, and integrations; skilled in debugging API errors and reviewing logs; familiar with using the browser console, viewing blockchain explorers, and SQL; able to describe issues in detail for engineers with clear replication steps
Customer First Mindset & Customer Support Fundamentals: 3+ years of demonstrated excellence in providing customer service in chat, email, and/or phone channels; 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

Responsibilities

Provide extraordinary support to customers during tax season ensuring peace of mind for all crypto users
Work directly with users and customer support team members to execute the team's goal and maintain a customer satisfaction (CSAT) score of at least 85%
Debug, serve as an escalation point, and trend product feedback and/or issues based on interactions
Work directly with customers, customer support, and client managers to troubleshoot complex technical issues
Work directly with the engineering team to provide feedback on trending issues, inform product development, and roadmap planning

Skills

Key technologies and capabilities for this role

Customer SupportTechnical TroubleshootingDebuggingCryptocurrencyTax ComplianceProduct FeedbackCSAT ManagementEscalation Handling

Questions & Answers

Common questions about this position

Is this position remote?

Yes, this is a fully remote position.

What is the salary or compensation for this role?

This information is not specified in the job description.

What skills are required for this Technical Support Contractor role?

Required skills include problem solving for complex crypto issues, technical troubleshooting with wallets, blockchains, APIs, browser console, blockchain explorers, and SQL, plus 3+ years of customer service experience in chat, email, or phone using tools like Zendesk and Slack.

What is the company culture like at CoinTracker?

CoinTracker has a globally distributed team focused on their mission to enable everyone to use crypto with peace of mind, emphasizing impact, mission alignment, trust, and clear communication.

What makes a strong candidate for this role?

Strong candidates demonstrate impact, mission alignment with crypto, trust, clear communication, problem-solving for complex crypto issues, technical troubleshooting skills, and 3+ years of excellent customer service experience.

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.

Land your dream remote job 3x faster with AI

Try Jobo Free