Customer Support (Season Contractor)

The role

This person will provide customer support to crypto users during the tax season. They will investigate complex product, wallet, exchange, and tax-reporting issues using deductive reasoning.

What you will do

• Own customer inquiries in the support queue through written communication.
• Investigate complex product, wallet, exchange, and tax-reporting issues.
• Work through unfamiliar problems in an ambiguous environment.
• Partner with Support teammates, Product, and Engineering.
• Meet service-level, quality, and customer-satisfaction expectations.
• Document recurring issues and recommend improvements to workflows and the product.

Required qualifications

• 3+ years in customer support, with exposure to technical support.
• Extensive understanding of crypto, including wallet, exchange, and transaction-related issues.
• Clear, empathetic written communication.
• Creative problem solving.
• Ability to meet the agreed seasonal schedule and follow support processes.

Nice to have

• Supporting customers through chat and email.
• Using Zendesk or a similar ticketing tool.
• Prior tax-season support experience.
• Hands-on experience with CoinTracker or a competing crypto-tax product.
• Experience improving documentation or workflows based on recurring customer issues.

About the company

CoinTracker builds tax and portfolio tools for digital assets. They are a fully distributed team.