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Overview

CoinTracker makes cryptocurrency portfolio tracking and tax compliance simple. CoinTracker enables consumers and businesses to seamlessly track their cryptocurrency portfolio, investment performance, taxes, and more. We are a globally distributed team on a mission to enable everyone in the world to use crypto with peace of mind. Learn more about our mission, culture, and hiring process.

Some things we’re proud of

🛠️ Building foundational tools in the cryptocurrency space

📄 Over 1M tax forms generated

💲 $80B+ in cryptocurrency is tracked on CoinTracker (~over 5% of the entire crypto market)

🤝 Partnered with Coinbase, H&R Block, Intuit TurboTax, MetaMask, OpenSea, Phantom, Solana, and Uniswap

🗺️ Founders: Jon previously built TextNow (200M downloads) and Chandan was previously a product manager at Google & Google[x]

Overview

CoinTracker makes cryptocurrency portfolio tracking and tax compliance simple. CoinTracker enables consumers and businesses to seamlessly track their cryptocurrency portfolio, investment performance, taxes, and more. We are a globally distributed team on a mission to enable everyone in the world to use crypto with peace of mind. Learn more about our mission, culture, and hiring process.

Some things we’re proud of

• 🛠️ Building foundational tools in the cryptocurrency space

• 📄 Over 1M tax forms generated

• 💲 $80B+ in cryptocurrency is tracked on CoinTracker (~over 5% of the entire crypto market)

• 🤝 Partnered with Coinbase, H&R Block, Intuit TurboTax, MetaMask, OpenSea, Phantom, Solana, and Uniswap

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

• 💼 $100M+ venture capital raised from Accel, General Catalyst, Y Combinator, Initialized Capital, Coinbase Ventures, Kraken Ventures, Intuit Ventures, 776 Ventures, Balaji Srinivasan, Claire Hughes Johnson, Gokul Rajaram, Serena Williams, Zach Perret

• 🌴 Awesome benefits

Your mission

Drive CoinTracker brand loyalty through exceptional customer support and customer success.

Your one year outcomes

• Drive retention of key relationships amongst enterprise customers and premium consumer segment

• Identify and implement strategic improvements in the customer experience team across both support and success, which reduce ticket volume by 10% and/or drive >5 pt increase in satisfaction

• Deliver an industry leading customer experience through ticketing, supporting 50% of Priority Support needs with +80% CSAT

• 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

What you will do

• This role is a blend of customer support/success (50/50) with a goal of transitioning to a 100% customer success/client management role

• 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

What we look for

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

Role-specific

• 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

• 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 empath

The starting salary for this position is between $104,000 - $130,000. The actual compensation offered will be based on a variety of job-related factors including relevant skills, education, and experience. This position also includes equity in CoinTracker and benefits like medical, dental, vision, 401(k), life insurance, and PTO.

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