Customer Success (Remote)

Overview

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.

Some things we’re proud of

• Building foundational tools in the cryptocurrency space

• Over 1M tax forms generated

• $80B+ 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

Your mission

Drive CoinTracker brand loyalty through exceptional customer support and customer success.

One-year outcome

• Drive retention of key relationships amongst enterprise customers and premium consumer segment

  • Onboard & manager first 50 Enterprise Clients

  • Manage 50% of Whale Accounts

  • Achieve 90% Satisfaction with all Enterprise Clients and Whale Customers

• Identify and implement strategic improvements in the customer experience team across both support and success, which reduce ticket volume by 10% and/or drive >5 pt increase in satisfaction

• Delivery an industry leading customer experience through ticketing, supporting 50% of Priority Support needs with +80% CSAT

• Demonstrate an expertise in Crypto and the CoinTracker product; provide regular insights and customer feedback to improve customer loyalty, reduce friction in the product and differentiate CoinTracker

What you will do

• This role is a blend of customer support/success (50/50) with a goal of transitioning to a 100% customer success/client management role

• Resolve customer support tickets from consumer customers, as well as manage relationships with premium support segment/Enterprise Customers

• Engage with customers across phone, video, email and other channels as required

What we look for

• Role-agnostic

  • 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

• Role-specific

  • Able to identify problems and solutions, provide recommendations, and prioritize workload for the most significant impact

  • Trend and identify high-volume issues to impact change

  • Have a customer first mindset; advocate for the customer and serve as their voice across the organization

  • Ability to communicate with C-level executives, high-net-worth individuals, and/or advanced crypto users and when doing so clearly & succinctly articulate challenges and resolutions while appropriately setting customer expectations with empath