Product Support Specialist

Remote EMEA/APAC.

Join our tight-knit early-stage remote team that thrives on delighting users and building magical products that improve people’s lives. Whether you’ve done support at a startup before or come from an entirely different background, as a Product Support specialist at CoinTracker you’ll delight our customers with world-class customer support and help make cryptocurrency accessible to everyone.

You may enjoy this role if you:

• Love writing.
• Are passionate about cryptocurrency or other technology helping to bridge gaps in financial equity and prosperity
• Like explaining complex topics to people in a simple way.
• Can empathize with users and quickly grasp the issues they’re facing.
• Can turn customer pain points into insightful product feedback.
• Love constantly learning about a technical product, even when it’s a little out of your depth.
• Thrive in an early-stage startup environment with less stability and more ambiguity.
• Work effectively in a remote setting and are able to overlap with our core hours of 9 AM to 12 PM PT.

We are looking for someone who is:

• 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.

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.

100-day outcomes:

• Ship four pieces of educational or support content about CoinTracker / crypto taxes that increase user engagement, or reduce incoming ticket volume
• Demonstrate week over week growth in knowledge by improving ticket output.

One-year outcomes:

• Consistently contribute to the support & company culture
• Helps other teammates solve user problems
• Shares ideas and tips with the team
• Actively participate in and starts conversations amongst the team
• Close an average of 250 support tickets per week, while maintaining an 80% happiness rating.
• Expand our internal knowledge base with weekly contributions.