Technical Support, Koinly

• Fluent in English, with strong written communication skills
• An analytical mindset and a passion for working with data - you love numbers and a spreadsheet
• Perseverance and patience — comfortable focusing on detailed, time-intensive tasks
• Basic understanding of financial concepts
• Highly organised with excellent attention to detail
• A natural problem-solver with a proactive, can-do attitude — adaptable to new challenges and changes
• Tech-savvy and eager to continuously learn and grow
• Confident using Excel, it is your best friend in this job!
• Interest or experience in crypto is a big plus! At the very least, you should be crypto-curious and excited to dive in
• Available to work remotely, Monday to Friday, 9:00–18:00 GMT/GMT+1 - we offer flexibility around your hours but it's important that you are generally available around those hours for collaborations

Desirable

• We’re looking for an analytical person to join our team and help deliver an exceptional user experience in the world of crypto tax
• This hands-on role is ideal for someone analytical, detail-driven, curious and passionate about solving problems through data
• You’ll support our users by reviewing their accounts, investigating issues, and delivering clear, effective solutions
• This involves analysing transactions, identifying discrepancies, and communicating your findings in a way that’s easy to understand
• Your goal is to empower users with accurate, actionable insights, helping them make sense of their data while resolving any technical problems that arise
• At Koinly, we're passionate about building the best possible product, so you’ll naturally contribute by sharing user feedback, reporting bugs, identifying patterns, and helping shape meaningful improvements across the platform
• Investigate and resolve user issues by analysing account data and identifying root causes
• Diagnose and troubleshoot technical problems, collaborating with the product and engineering teams when needed
• A qualitative focus: work on bigger, time-intensive cases that take a lot of time to resolve - patience is a must!
• Provide clear, timely, and empathetic support to users via written communication
• Gather, organise, and share user feedback to inform product development
• Stay up to date with product changes and the evolving crypto space to better assist users
• What to expect in your first month
• This is the most decisive part of your tenure at Koinly. You will be assessed on your technical skills and how quickly you are able to become operational. A good benchmark is to try Koinly out yourself; if you have a hard time understanding what it does, then things will not get any easier

• We usually respond within a week