Customer Support Seasonal Contractor
CoinTracker helps users track crypto portfolios and generate tax reports by connecting to exchanges and wallets.
Funding history
About CoinTracker
CoinTracker helps cryptocurrency investors manage their portfolios and tax obligations by automatically importing transactions from multiple exchanges and wallets. Users can track real-time portfolio performance, generate tax reports, and export data to tax software platforms.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will own customer inquiries throughout the seasonal engagement, providing clear and empathetic written support. You will investigate complex crypto, wallet, exchange, and tax-reporting issues, test reasonable hypotheses, coordinate deeper investigations when needed, meet service targets, and document recurring issues and improvements.
Requirements
- 3+ years of customer support experience with exposure to technical support
- Extensive crypto knowledge applicable to wallet, exchange, and transaction-related customer issues
- Clear and empathetic written communication
- Creative problem-solving skills
- Ability to handle unfamiliar issues in an ambiguous environment
- Ability to meet the agreed seasonal schedule and follow support processes
Responsibilities
- Own customer inquiries in the support queue through clear, empathetic written communication and dependable follow-through
- Investigate complex product, wallet, exchange, and tax-reporting issues using crypto knowledge, evidence, and deductive reasoning
- Test reasonable hypotheses for unfamiliar problems and communicate clear next steps
- Partner with Support, Product, and Engineering on issues requiring deeper investigation
- Meet agreed service-level, quality, and customer-satisfaction expectations
- Document recurring issues and recommend improvements to support workflows, documentation, and the product