Customer Support Lead, CoinTracker
$136-170k
+ Equity
Crypto portfolio tracking & taxes
Job no longer available
Crypto portfolio tracking & taxes
101-200 employees
Job no longer available
$136-170k
+ Equity
101-200 employees
Company mission
To enable everyone to use crypto with peace of mind.
Role
Who you are
- 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
- 5+ years of demonstrated excellence in customer service strategy and BPO Management
- Works cross-functionally and with leadership to contribute and drive the company's strategy and resource allocation
- Drives continuous progress on goals and KPIs
- Knowledge of operating core support and support operations teams
- Understands that our job is to help and enable our customers; positions all communications with that in mind
- Knows that it is about “them” not “us.”
- Builds processes and tools to up-level the entire team for the long-term
- Effectively sets expectations and provides continuous feedback
- Ability to manage in-house and outsourced teams, understand end-to-end service delivery, maintain high service quality standards, and drive efficiency across operations
- Sets a clear and compelling vision and goals
- Evaluates performance. Rewards high performance and addresses underperformance
- Strong manager and coach
- Strong listener
- Seeks solutions for complex and ambiguous challenges in customer support, and will not rest until a clear outcome is achieved
- Enjoys tackling challenging problems, viewing unraveling a puzzle as an exciting opportunity
- Relentlessly curious
- Self directed
- Willing to answer tickets to understand users and how the support team works
- Makes sound decisions rooted in goals. Can see around corners and anticipates solutions
What the job involves
- Provide extraordinary support for all customers
- Create a culture of kindness, empathy, and excellence
- Be a champion of the customer and bring the VOC to the organization
- Lead CoinTracker’s Customer Support team delivering extraordinary support for our personal users and self service Enterprise users during tax season and year round
- Your one year outcomes:
- Achieve 80% CSAT across all servicing channels and 90% of all SLAs
- Improve team efficiency and manage costs effectively with the effective management of Contractors and BPO Resources
Our take
Managing taxes for crypto investments can be a difficult task, and with tax regulations and trading practices developing fast in this market, a tool to help manage them is vital. CoinTracker’s crypto management software provides just this; tracking and synching up to 200 transactions across different wallets to a single dashboard, and automatically populating tax forms.
Though there are rivals in the space (such as Coinpanda and Koinly), CoinTracker stands out for the sheer volume of transactions it can track, as well as its prioritization of ease-of-use. Through this approach, it makes the whole process far more compliant and hassle-free for crypto traders, especially serving those who are less educated regarding the space.
By balancing tax management tools with its relatively generous free plan, CoinTracker has straddled itself neatly across low-volume retail investors and those dipping their toes in a little deeper. With fresh unicorn funding and regulatory pressure mounting around crypto tax reporting, the company is set to turn a historically painful obligation into a gateway for wider crypto adoption and help investors say compliant while better understanding the true performance of their portfolios.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Jan 2022
$100m
SERIES A
Apr 2018
$1.5m
SEED
Total funding: $101.7m
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Chandan Lodha
(Co-Founder)Previously a Product Manager at Google.
Jon Lerner
(Co-Founder & CEO)A former Software Engineer at Apple and Google. Went on to co-found and serve as CTO and Board Member at TextNow.
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