Customer Support (Season Contractor)

Overview

CoinTracker is on a mission to unlock everyone's financial potential so they can build the life they want. We started with crypto, building the tax and portfolio tools trusted by millions to make digital assets simple. Today, we're going further with Nino, our AI-powered financial planning product that puts expert-level guidance within reach of everyone, not just the wealthy.

We're a fully distributed team. 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

• 🌴 Awesome benefits

Your mission

• Help crypto users get clear, dependable support during the busiest part of the tax year.

• Use your crypto knowledge and deductive reasoning to resolve complex customer issues, even when the path forward is unclear.

• Make complicated issues easy to understand and share insights that improve CoinTracker’s customer experience.

Your outcomes for the season

• Maintain at least 85% CSAT and 85% Quality while meeting the service-level targets for your assigned queue during the engagement.

• After ramp-up, consistently meet the agreed weekly ticket-resolution target without sacrificing accuracy or customer experience.

• Resolve complex support cases with clear explanations that help customers understand the issue and next steps.

• Surface recurring customer issues with actionable documentation for Support, Product, and Engineering.

What you will do

• Own customer inquiries in the support queue through clear, empathetic written communication and dependable follow-through.

• Investigate complex product, wallet, exchange, and tax-reporting issues using crypto knowledge, evidence, and deductive reasoning.

• Work through unfamiliar problems in an ambiguous environment, test reasonable hypotheses, and communicate next steps without creating customer confusion.

• Partner with Support teammates and leads, and involve Product or Engineering when issues require deeper investigation.

• Meet agreed service-level, quality, and customer-satisfaction expectations throughout the seasonal engagement.

• Document recurring issues and recommend improvements to support workflows, documentation, and the product.

What we look for

• Core qualities

  • Opportunity alignment: You are motivated by helping crypto users and understand the expectations of a seasonal customer-support role.

  • High agency: You take ownership, follow through, and proactively communicate blockers or risks.

  • Exceptional collaboration: You work effectively with Support, Product, and Engineering and share useful context when asking for help.

  • Critical thinking: You use evidence and deductive reasoning to investigate issues rather than relying on assumptions.

• Required skills and experience

  • 3+ years in customer support, with exposure to technical support.

  • Extensive understanding of crypto, including the ability to apply that knowledge to wallet, exchange, and transaction-related customer issues.

  • Clear, empathetic written communication that makes complex topics understandable and sets realistic expectations.

  • Creative problem solving and the ability to take on unfamiliar issues in an ambiguous environment.

  • Dependable ownership, follow-through, and the ability to meet the agreed seasonal schedule and follow support processes.

• Preferred experience

  • Supporting customers through chat and email.

  • Using Zendesk or a similar ticketing tool.

• Nice to have

  • Prior tax-season support experience.

  • Hands-on experience with CoinTracker or a competing crypto-tax product.

  • Experience improving documentation or workflows based on recurring customer issues.

The compensation for this role is $50/hour. Candidate's location does not impact the posted salary.