CX Manager (United States & Canada)

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

Lead CoinTracker’s Customer Support team delivering extraordinary support for our personal users and self service Enterprise users during tax season and year round.

Your one year outcomes

• Achieve 80% CSAT across all servicing channels and 90% of all SLAs.

• Improve team efficiency and manage costs effectively with the effective management of Contractors and BPO Resources.

What you will do

• Provide extraordinary support for all customers.

• Create a culture of kindness, empathy, and excellence.

• Be a champion of the customer and bring the VOC to the organization

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

• Customer Support fundamentals & Customer first mindset

  • 5+ years of demonstrated excellence in customer service strategy and BPO Management

  • Works cross-functionally and with leadership to contribute and drive the company's strategy and resource allocation

  • Drives continuous progress on goals and KPIs

  • Knowledge of operating core support and support operations teams

  • Understands that our job is to help and enable our customers; positions all communications with that in mind.

  • Knows that it is about “them” not “us.”

  • Builds processes and tools to up-level the entire team for the long-term

• People leadership

  • Effectively sets expectations and provides continuous feedback

  • Ability to manage in-house and outsourced teams, understand end-to-end service delivery, maintain high service quality standards, and drive efficiency across operations

  • Sets a clear and compelling vision and goals

  • Evaluates performance. Rewards high performance and addresses underperformance

  • Strong manager and coach

  • Strong listener

• Growth mindset & Problem solving

  • Seeks solutions for complex and ambiguous challenges in customer support, and will not rest until a clear outcome is achieved.

  • Enjoys tackling challenging problems, viewing unraveling a puzzle as an exciting opportunity.

  • Relentlessly curious

  • Self directed

  • Willing to answer tickets to understand users and how the support team works

  • Makes sound decisions rooted in goals. Can see around corners and anticipates solutions.

The starting salary for this position is between $136,000 - $170,000. The actual compensation offered will be based on a variety of job-related factors including relevant skills, education, and experience. This position also includes equity in CoinTracker and benefits like medical, dental, vision, 401(k), life insurance, and PTO.