Customer Support Lead (United States & Canada)

CoinTracker makes cryptocurrency portfolio tracking and tax compliance simple. CoinTracker enables consumers and businesses to seamlessly track their cryptocurrency portfolio, investment performance, taxes, and more. We are a globally distributed team on a mission to enable everyone in the world to use crypto with peace of mind. Learn more about our mission, culture, and hiring process.

• 🛠️ Building foundational tools in the cryptocurrency space

• 📄 Over 1M tax forms generated

• 💲 $250B+ in cryptocurrency is tracked on CoinTracker (~over 5% of the entire crypto market)

• 🤝 Partnered with Coinbase, H&R Block, Intuit TurboTax, MetaMask, OpenSea, Phantom, Solana, and Uniswap

• 🗺️ Founders: Jon previously built TextNow (200M downloads), Chandan was previously a product manager at Google & Google[x]

• 💼 $100M+ venture capital raised from Accel, General Catalyst, Y Combinator, Initialized Capital, Coinbase Ventures, Kraken Ventures, Intuit Ventures, 776 Ventures, Balaji Srinivasan, Claire Hughes Johnson, Gokul Rajaram, Serena Williams, Zach Perret

• 🌴 Awesome benefits

Lead CoinTracker’s Customer Support team delivering extraordinary support for our personal users and self service Enterprise users during tax season and year round.

• 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.

• 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

• 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

• Customer Support fundamentals & Customer first mindset

  • 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

• People leadership

  • 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

• Growth mindset & Problem solving

  • 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.

The starting salary for this position is between $136,000 - $170,000. The actual compensation offered will be based on a variety of job-related factors including relevant skills, education, and experience. This position also includes equity in CoinTracker and benefits like medical, dental, vision, 401(k), life insurance, and PTO.