Customer Success, CoinTracker
Crypto portfolio tracking & taxes
Be an early applicant
Crypto portfolio tracking & taxes
21-100 employees
Be an early applicant
21-100 employees
Company mission
CoinTracker's mission is to increase the world's financial freedom and prosperity.
Role
Who you are
- 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
What the job involves
- 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 & manage 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
- 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
- The position requires working during U.S. business hours
Our take
Managing taxes for crypto investments can be a difficult task, and with tax regulations and trading practices developing fast in this market, a tool to help manage them is only needed more. CoinTracker’s crypto management software provides just this; tracking and synching up to 200 transactions across different wallets to a single dashboard, and automatically populating tax forms - and that's only in its free version.
Though there are rivals in the space (such as Coinpanda and Koinly), CoinTracker stands out for the sheer volume of transactions it can track, as well as its prioritisation of ease-of-use. Through this approach, it makes the whole process far more compliant and hassle-free for crypto traders, especially serving those who are less educated regarding the space.
By balancing tax management tools with its relatively generous free plan, CoinTracker has straddled itself neatly across low-volume retail investors and those dipping their toes in a little deeper. Although it had to make a round of layoffs in 2023 (just a year after a substantial funding round), the company has nonetheless progressed. It released CoinTracker Connect, a product which connects people with live professionals for real-time crypto tax advice, and has also undertaken a multichain expansion to provide support for Arbitrum, Optimism, and Cosmos.
Kirsty
Company Specialist
Insights
Few candidates hear
back within 2 weeks
Company
Funding (last 2 of 3 rounds)
Jan 2022
$100m
SERIES A
Apr 2018
$1.5m
SEED
Total funding: $101.7m
Company benefits
- Join a startup with a breakout trajectory
- Rapidly learn in a fast-paced, extremely high-growth environment
- Work with a world-class team formerly from top companies
- Join us globally as part of a fully distributed team
- Geo-agnostic compensation
- Work in an environment with high trust, transparency, and autonomy
- Tackle challenging technical & business problems
- Help shape the future of finance
- No meetings on Wednesdays (#Flow)
Company values
- 🤝 Trust each other
- 💙 Obsess over users
- 🪴 Be an owner
- 📝 Default to asynchronous and open
- 🌙 Think long term
Company HQ
Yerba Buena, San Francisco, CA
Articles
Leadership
Chandan Lodha
(Co-founder)Previously Product Manager at Google.
Jon Lerner
(Co-founder & CEO)A former Software Engineer at Apple and Google, went on to co-found and serve as CTO and board member at TextNow.
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