CoinTracker is a portfolio assistant for cryptocurrency. It is used by over 500,000 cryptocurrency holders collectively tracking over $20 billion in crypto assets. CoinTracker enables consumers and businesses to seamlessly track their cryptocurrency portfolio, investment performance, taxes, and more. Beyond cryptocurrency, we are building a general automated financial assistant for all financial assets.

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.

What’s it like working at CoinTracker?

We are a fully internationally distributed, tight-knit team. We have minimal process, and the majority of our time is spent working and collaborating asynchronously through tools like Figma, Github, Google Meet, Linear, Notion, Slack, Zendesk. We also stay aligned and bonded through weekly sprints, standups, all hands, and socials. We aim to empower every individual on the team with full transparency, ownership, autonomy, and clear objectives. Learn more about our guiding principles.