CoinTracker is hiring a
Customer Success

Summary

Join CoinTracker as a Customer Support/Success specialist to drive brand loyalty by providing exceptional customer service and managing relationships with enterprise clients and premium consumers.

Requirements

• The position requires working during U.S. business hours
• 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
• 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

Responsibilities

• 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

Benefits

• 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
• Achieve 90% Satisfaction with all Enterprise Clients and Whale Customers
• Deliver an industry leading customer experience through ticketing, supporting 50% of Priority Support needs with +80% CSAT
• 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 empathy