Product Support Specialist (Remote, APAC) at CoinTracker (W18)
The gold standard in cryptocurrency portfolio tracking and taxes
Remote
Full-time
6+ years
About CoinTracker

Applying

Please apply directly on our careers page — applications via YC are unmonitored!

Overview

CoinTracker is a portfolio assistant for cryptocurrency. Used by over 1 million cryptocurrency holders with over $50 Billion in crypto assets on exchanges, it 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 individuals and companies.

Some things we’re proud of:

💲 Over $50B in crypto assets are tracked on CoinTracker

📈 Profitable and growing rapidly

🤝 Partnered with Coinbase, TurboTax, H&R Block, OpenSea, Wolters Kluwer, and other industry leaders

💼 $100M Series A from Accel, Y Combinator, Initialized Capital, 776 Ventures, Serena Williams, and more

🗺️ Founders: Jon and Chandan previously built TextNow (scaled to 200 million downloads) and worked at Google[x] & Google

About the role

This is a remote role open to candidates in the Greater Delhi Area, those located in APAC region countries.

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

  • Able to work effectively in a remote setting and are 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 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.

Technology

Our engineering process includes:

  • Code reviews
  • Continuous integration
  • Multiple daily automated deployments to production
  • Automated testing with >85% code coverage

Some of the technical challenges we face are:

  • Lots of data — billions of data points to track transactions and market pair prices.
  • Data structures & algorithms — automated transfer detection, cost basis tracking, tax optimization, and more. Your CS fundamentals finally come in handy!
  • Scalability — some cryptocurrency users, such as algorithmic traders, accumulate millions of transactions per year. CoinTracker needs to work seamlessly for those power crypto traders.
  • Blockchain — whether it's running our own nodes, implementing xPub address generation and traversal, or parsing smart contracts to seamlessly support decentralized trading, we get our hands dirty with core blockchain technology.
  • Technical complexity — integrating with hundreds of exchanges and blockchains, and supporting thousands of cryptocurrencies means we have to methodically architect our software and build critical monitoring systems to deliver a robust and accurate platform.

Our tech stack is:

  • Web: HTML, Javascript, React, CSS, Sass
  • Mobile: React Native, Expo, GraphQL
  • Backend: Python, Flask, GraphQL, Postgres, Redis, Python RQ
  • Infrastructure: GCP, AWS
Interview Process

CoinTracker hiring process & details are all included in the attached page

Background on CoinTracker:

CoinTracker is a portfolio assistant for cryptocurrency. Over 3% of the global cryptocurrency market cap is tracked on CoinTracker (over $50B of crypto assets are synced to CoinTracker daily). CoinTracker enables consumers and businesses to seamlessly track their cryptocurrency portfolio, investment performance, taxes, and more. We are a globally distributed team of 55 on a mission to improve the financial freedom and prosperity of the world.

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