Job title: Head of Customer Experience (Remote)
Company: CoinTracker
Job description: 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:
????️ Building foundational tools in the cryptocurrency space
???? Strong growth trajectory
???? $50B+ in cryptocurrency is tracked on CoinTracker – over 5% of the entire crypto market
???? Partnered with Coinbase, Uniswap, OpenSea, eToro, H&R Block and other industry leaders
???? Venture-backed by Accel, General Catalyst, Y Combinator, Initialized Capital, Coinbase Ventures, Kraken Ventures, Intuit Ventures, 776 Venturesand others
????️ Founders: previously built TextNow (200M downloads), was previously a product manager at Google & Google[x]
Learn more about .
Your opportunity
Lead CoinTracker’s Customer Experience function. Build a world-class customer experience for CoinTracker’s users. Use the voice of the customer to drive improvements in CoinTracker’s product.
1-year outcomes
90% SLA for first response time on chat and email
90% CSAT on chat and email
No accumulation of backlog tickets
You will
Lead the Customer Experience team at CoinTracker, enabling CoinTracker to become the best customer experience in the cryptocurrency space
Build a rigorous, systematic customer experience process, enabling users to get quality support quickly
Ensure that CoinTracker is hitting target metrics on SLA and CSAT across chat, email and any additional new channels
Surface feedback from users to help inform the product and engineering roadmap
Cover support for CoinTracker users in the United States, Canada, United Kingdom, and Australia. Cover support for users coming in from non-supported countries
Install a culture of “obsess over users” across CoinTracker
Launch CoinTracker’s user community program
Some of the skills that we are excited about
Experience leading the Support function in a high-growth technology company with a very high talent bar
Bonus: in a remote working environment
Experience managing a team of tens of Customer Support team-members, ideally at a Series A growth company
Skillful at building a long-term support strategy that enables CoinTracker to keep up with the volume of tickets and drives constant improvements in customer support
Excellent customer service skills and written communication
Deep interest in the product development process and how customer feedback can improve the quality of CoinTracker’s product
Highly aligned with our founders and team on
Genuine interest in cryptocurrency and personal finance
Work effectively in a remote setting and able to overlap with our core hours of 9 AM to 12 PM PT
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 .
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.
Expected salary:
Location: USA
Job date: Sun, 09 Jul 2023 03:22:29 GMT
Apply for the job now!