CoinTracker makes cryptocurrency portfolio tracking and tax compliance simple. Beyond cryptocurrency, we are building a general automated financial assistant for all financial assets. Our mission is to increase the financial freedom and prosperity of the world.

Join our tight-knit early-stage remote team that thrives on delighting users and building magical products that improve people’s lives. Whether you’ve done support at a startup before or come from an entirely different background, as a Product Support specialist at CoinTracker you’ll delight our customers with world-class customer support and help make cryptocurrency accessible to everyone.

You may enjoy this role if you:
  • Love writing.
  • Are passionate about cryptocurrency or other technology helping to bridge gaps in financial equity and prosperity
  • Like explaining complex topics to people in a simple way.
  • Can empathize with users and quickly grasp the issues they’re facing.
  • Can turn customer pain points into insightful product feedback.
  • Love constantly learning about a technical product, even when it’s a little out of your depth.
  • Thrive in an early-stage startup environment with less stability and more ambiguity.
  • Work effectively in a remote setting and are able to overlap with our core hours of 9 AM to 12 PM PT.

We are looking for someone who is:
  • Clear and proficient in written communication in English.
  • Empathetic, positive, patient, and excited to help users’ solve their pain points.
  • Organized, reliable, independent, and productive.
  • Comfortable with mathematical and financial topics.
  • Excited about providing fast-paced support in a high-growth startup.
  • Looking to learn about startup support in a hands-on manner.

You will:
  • Answer technical customer inquiries via email.
  • Generate high-quality educational resources for our users and team.
  • Work collaboratively with our product team and engineers to understand, prioritize and implement customer feedback.
  • Learn and grow with a fast-growing team.

100-day outcomes:
  • Ship four pieces of educational or support content about CoinTracker / crypto taxes that increase user engagement, or reduce incoming ticket volume
  • Demonstrate week over week growth in knowledge by improving ticket output.

One-year outcomes:
  • Consistently contribute to the support & company culture
  • Helps other teammates solve user problems
  • Shares ideas and tips with the team
  • Actively participate in and starts conversations amongst the team
  • Close an average of 250 support tickets per week, while maintaining an 80% happiness rating.
  • Expand our internal knowledge base with weekly contributions

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