Customer Support, Seasonal Contractor

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist cryptocurrency users in receiving clear and reliable support during peak tax season.

• Maintain a customer satisfaction score (CSAT) of at least 85% and ensure quality standards of 85% while achieving service-level objectives.

• Fulfill the set weekly ticket-resolution target post ramp-up phase.

• Address intricate support cases with comprehensive explanations and actionable next steps.

• Identify recurring customer problems and provide actionable documentation for the Support, Product, and Engineering teams.

• Manage customer inquiries in the support queue through effective, empathetic written communication and reliable follow-through.

• Investigate complex issues related to products, wallets, exchanges, and tax reporting using crypto expertise, evidence, and logical reasoning.

• Test feasible hypotheses and convey next steps clearly without causing confusion for the customer.

• Collaborate with Support colleagues and team leaders, engaging Product or Engineering when a deeper investigation is necessary.

• Document recurring issues and suggest enhancements to support workflows, documentation, and the product.

⛳️ Requirements

• Applicants must reside in and be legally authorized to work in the United States.

• This position does not offer visa sponsorship, either now or in the future.

• Must be available to work during US business hours, which may include weekends.

• A minimum of 3 years in customer support, with a focus on technical support.

• In-depth knowledge of cryptocurrency, encompassing wallet, exchange, and transaction-related customer issues.

• Proficient in clear and empathetic written communication.

• Ability to creatively solve problems in an uncertain environment.

• Reliable ownership, follow-through, and capability to adhere to the agreed seasonal schedule and support processes.

• Preferred: experience in providing support to customers via chat and email.

• Preferred: familiarity with Zendesk or a comparable ticketing system.

• Nice to have: previous experience in tax-season support.

• Nice to have: hands-on experience with CoinTracker or a similar crypto-tax product.

• Nice to have: experience in enhancing documentation or workflows based on recurring customer inquiries.

🏝️ Benefits

• Fully distributed team.

• Excellent benefits.