Product Support Specialist

This is a remote role open to candidates in the London metro area or otherwise located in the EMEA region.

CoinTracker makes cryptocurrency portfolio tracking and tax compliance simple. Beyond cryptocurrency, we are building a general automated financial assistant for all financial assets. Our mission is to increase the financial freedom and prosperity of the world.

Some things we’re proud of:

📈 3% of all global cryptocurrency assets are tracked on CoinTracker ($50B daily)

💲 Profitable

🤝 Partnered with Coinbase, TurboTax, OpenSea, and other industry leaders

💼 Venture-backed by Accel, Y Combinator, and other top investors

🗺️ Founders: Jon previously built TextNow (200M downloads), Chandan was previously a product manager at Google

Learn more about our mission, culture, and hiring process.

Your opportunity:

Join our tight-knit early-stage remote team that thrives on delighting users and building magical products that improve people's lives. As a Product Support Specialist at CoinTracker you'll delight our customers with world-class customer support and help make cryptocurrency accessible to everyone.

1-year outcomes

• Participate in onboarding and training two new hires

• Expand our internal and external knowledge with at least 2 weekly contributions (new articles, edits or video content)

• Close an average of 150 support tickets per week

• Maintain an average quality score of 90% or above

You will:

• Answer technical customer inquiries via email

• Generate high-quality educational resources for our users and team

• Work collaboratively with our product team and engineers to understand, prioritize and implement customer feedback

• Learn and grow with a fast-growing team

Some of the skills and knowledge we’re excited about

• 1-3+ years of previous SaaS Support experience and high volume support

• Foundational knowledge of cryptocurrency DeFi, NFTs, and/or blockchain technology

• Experience distilling complex ideas into more simple terms, like teaching others a new board game

• Observing patterns and solving puzzles

We are looking for someone who is or has

• Clear and proficient in written communication in English

• Empathetic, positive, patient, and excited to help users' solve their pain points

• Organized, reliable, independent, and productive

• Comfortable with mathematical and financial topics

• Excited about providing fast-paced support in a high-growth startup

• Looking to learn about startup support in a hands-on manner

What's it like working at CoinTracker?

We are a fully internationally distributed, tight-knit team. We have minimal process, and the majority of our time is spent working and collaborating asynchronously through tools like Figma, Github, Google Meet, Linear, Notion, Slack, Zendesk. We also stay aligned and bonded through weekly sprints, standups, all hands, and socials. We aim to empower every individual on the team with full transparency, ownership, autonomy, and clear objectives. Learn more about our guiding principles.

If this sounds exciting, we'd love to hear from you! Not sure you’re a perfect fit? We know that the confidence gap and imposter syndrome can get in between spectacular candidates and roles they'd be great for. If this opportunity is exciting please don't hesitate to apply — we really do want to hear from you — even if you're not sure you've got every skill we're after.