Support Operations Analyst

CoinTracker is a portfolio assistant for cryptocurrency. It is used by over 500,000 cryptocurrency holders collectively tracking over $20 billion in crypto assets. CoinTracker enables consumers and businesses to seamlessly track their cryptocurrency portfolio, investment performance, taxes, and more. 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:

💲 Over 1% of all cryptocurrency transactions globally are tracked on CoinTracker

📈 Profitable and growing 15X year over year

🤝 Partnered with Coinbase, TurboTax, and other industry leaders

💼 Backers including Y Combinator, Initialized Capital, Serena Williams, and more

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

Your opportunity:

Join our tight-knit, early-stage distributed customer support team that thrives on solving interesting user issues and providing empathetic, human-centered support. As a Support Operations Analyst, you'll support our quickly growing customer support team and make impactful improvements on the speed, accuracy, and quality of support at CoinTracker. You will act as a trusted expert in the support organization, helping implement initiatives to create excellent customer experiences.

You will:

• Handle implementation of projects related to support operations, procedures, and tooling.

• Collaborate with support, engineering, and other teams to ensure project vision is realized and delivered within scoped timeline.

• Assist with onboarding and training of new hires on the support team to understand best practices and support culture at CoinTracker.

Some of the skills we're excited about:

• 0-1 years experience configuring and supporting tools such as Zendesk, Guru, and other customer support applications.

• Experience writing enablement and training materials for internal and external audiences.

• Experience configuring business automation rules and workflows using Slack, Zapier, and similar tools.

• Intermediate familiarity with SaaS concepts such as data analytics, API integrations, and project lifecycles.

• Sharp research skills to learn and implement new processes and technology as needed.

We're looking for someone who:

• Is excited for, and talented in, the nitty-gritty of support operations.

• Has excellent written and verbal communication.

• Has a customer-centric attitude with previous experience working in a support team.

• Is passionate about cryptocurrency or other technology helping to bridge gaps in financial equity and prosperity.

• Works effectively in a remote setting and are able to overlap with our core hours of 9 AM to 12 PM PT.

• Thrives in an early-stage startup environment with less stability and more ambiguity.

100-day outcomes:

• Evaluated current state of support tooling and understands current needs of the team.

• Assisted with 2-3 minor business automation, onboarding, or tooling changes.

1 year outcomes

• Assisted with 2-3 major support operation implementations.

• Identified and assisted with efficiency and speed of onboarding of new hires for the support team.

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? Reach out anyway. We’re looking for awesome individuals, not folks who perfectly match a job posting.