Talent.com
Customer Success

Customer Success

CoinTrackerWashington, DC, US
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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.

Your one year outcomes

  • 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
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    Customer • Washington, DC, US