Customer Support (Season Contractor)

CoinTracker

5d • Remote

About The Position

CoinTracker is hiring a seasonal customer-support contractor to help crypto users receive clear, dependable support during the busiest part of the tax year. The role involves using crypto knowledge, evidence, and deductive reasoning to resolve complex customer issues, including unfamiliar problems where the path forward may be unclear. The contractor will explain complex issues in understandable terms and share insights that can improve the customer experience.

The contractor is expected to maintain at least 85% CSAT and 85% Quality while meeting service-level targets for their assigned queue. After ramp-up, they must consistently meet the agreed weekly ticket-resolution target without sacrificing accuracy or customer experience. The compensation is $50 per hour, and candidate location does not affect the posted rate.

Requirements

• At least 3 years of customer-support experience, including exposure to technical support.
• Extensive understanding of crypto, including applying that knowledge to wallet, exchange, and transaction-related customer issues.
• Clear, empathetic written communication that makes complex topics understandable and sets realistic expectations.
• Creative problem-solving skills and the ability to handle unfamiliar issues in an ambiguous environment.
• Dependable ownership and follow-through, and ability to meet the agreed seasonal schedule and follow support processes.
• Motivation to help crypto users and understanding of the expectations of a seasonal customer-support role.
• Ability to take ownership, follow through, and proactively communicate blockers or risks.
• Ability to collaborate effectively with Support, Product, and Engineering and share useful context when asking for help.
• Ability to investigate issues using evidence and deductive reasoning rather than relying on assumptions.

Nice To Haves

• Experience supporting customers through chat and email.
• Experience 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.

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.
• Work through unfamiliar problems in an ambiguous environment, test reasonable hypotheses, and communicate next steps without creating customer confusion.
• Partner with Support teammates and leads, and involve Product or Engineering when issues require deeper investigation.
• Meet agreed service-level, quality, and customer-satisfaction expectations throughout the seasonal engagement.
• Document recurring issues and recommend improvements to support workflows, documentation, and the product.
• Surface recurring customer issues with actionable documentation for Support, Product, and Engineering.
• After ramp-up, meet the agreed weekly ticket-resolution target while maintaining accuracy and customer experience.

What This Job Offers

• Career Level: Mid Level
• Education Level: No Education Listed