Customer Support (Season Contractor)

Job description

Overview CoinTracker is on a mission to unlock everyone's financial potential so they can build the life they want. We started with crypto, building the tax and portfolio tools trusted by millions to make digital assets simple. Today, we're going further with Nino , our AI-powered financial planning product that puts expert-level guidance within reach of everyone, not just the wealthy. We're a fully distributed team. 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 $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 Your mission Help crypto users get clear, dependable support during the busiest part of the tax year. Use your crypto knowledge and deductive reasoning to resolve complex customer issues, even when the path forward is unclear. Make complicated issues easy to understand and share insights that improve CoinTracker’s customer experience. Your outcomes for the season Maintain at least 85% CSAT and 85% Quality while meeting the service-level targets for your assigned queue during the engagement. After ramp-up, consistently meet the agreed weekly ticket-resolution target without sacrificing accuracy or customer experience. Resolve complex support cases with clear explanations that help customers understand the issue and next steps. Surface recurring customer issues with actionable documentation for Support, Product, and Engineering. What you will do 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. Work through unfamiliar problems in an ambiguous environment, test reasonable hypotheses, and communicate next step…