Customer Success Associate
CoinLedger provides crypto tax software and related professional services.
About CoinLedger
CoinLedger is a crypto tax and portfolio-tracking company. Users can connect wallets and exchanges, automatically import and classify transactions, track cost basis and portfolio performance, identify tax-loss-harvesting opportunities, and generate country-specific tax reports compatible with tax-filing software. The company also provides a tax-professional suite and done-for-you services for customers who need assistance preparing crypto tax reports.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will welcome and support users through chat and email, troubleshoot software issues, manage customer expectations, and help retain customers. You will become knowledgeable about product offerings, communicate customer feedback, improve support processes, and escalate bugs and improvement requests using Slack and Linear.
Requirements
- Excellent written and verbal communication skills
- Fluency in English
- Customer service experience, preferably in remote customer service roles
- Successful experience working remotely
- Ability to manage your own schedule and responsibilities in a remote environment
- Knowledge and experience with cryptocurrency and blockchain
- Responsiveness to customer requests
- Technical aptitude and ability to adapt to new digital products
- Availability for at least 30 hours per week across at least four days, including one weekend day
- Ability to work in a U.S. time zone
Responsibilities
- Welcome new users and provide rapid support through Intercom, chat, and email
- Drive retention by helping customers remain in the product ecosystem
- Represent the user voice in product development and provide product feedback
- Optimize customer service processes
- Troubleshoot software issues and help users overcome difficulties
- Manage customer relationships and expectations
- Escalate bugs and software improvement requests to engineering using Slack and Linear
Benefits
- Flexible work location
- College credit, if applicable