Technical Support Contractor - Remote Eligible

CoinTracker

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. Learn more about our mission, culture, and hiring process.

Some Things We're Proud Of

• Building foundational tools in the cryptocurrency space
• Over 1M tax forms generated
• $250B+ 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

Your Mission

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

Your Tax Season Outcomes

• Work directly with users, and customer support team members, to execute the team's goal.
• 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.

What You Will Do

• 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.

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
  • Problem Solving
    • 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.
  • 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 to accelerate bug resolution.
  • 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 to engage
    • Able to support Customer Support needs daily with exceptional quality

Contract Terms

• Flexible scheduling, including part-time and full-time seasonal roles
• Incentive based pay opportunities
• Training and internal support provided
• Opportunity to work with a mission-driven, global team and grow your crypto tax expertise

The hourly rate for this position is $55/hr - $69/hr. The actual compensation offered will be based on a variety of job-related factors including relevant skills, education, and experience.