Customer Advocate (Contract-to-Hire)

Time zones: EST (UTC -5), CST (UTC -6), MST (UTC -7), PST (UTC -8), AKST (UTC -9), HST (UTC -10)
Join our tight-knit, early-stage remote team to support us in our effort to create a seamless tax filing experience. The Customer Advocate role is a full-time contract position with an initial 90 day contract period. This is a great opportunity to learn more about cryptocurrency and CoinTracker while working with an incredible team. We?re offering valuable training in a new field and we plan to invite strong contractors to join our team as full-time CoinTracker employees.
We?re looking for a bevy of fast learning folks who know what a superior customer experience looks like and want to help CoinTracker delight our passionate customers.
Whether you?ve done support at a startup before or come from an entirely different background, as a Customer Advocate at CoinTracker you?ll engage with dozens of customers daily, ensuring they have what they need to succeed during their tax filing experience.
You may enjoy this role if you:
? Are the person your friends and family go to for help.
? Love the art of writing. Bonus points if you enjoy crafting personal, friendly, and clear emails.
? Can empathize with users and quickly grasp the issues they?re facing.
? Take pride in the products and experiences you create.
? Love learning and growing your skillset.
? Are passionate about cryptocurrency or other technology helping to bridge gaps in financial equity and prosperity.
We are looking for someone who:
? Communicates with clear and proficient written English.
? Is empathetic, positive, patient, and excited to help users? solve their pain points.
? Enjoys being organized, reliable, independent, and productive.
? Wants an opportunity to provide fast-paced support in a high-growth startup.
? Loves being challenged by puzzles and is energized by learning.
? Wants to learn about startup support in a hands-on manner.
? Views direction and coaching as growth opportunities.
? Feels comfortable with some ambiguity.
? Is curious about cryptocurrency, math, and financial topics.
You will:
? Answer common customer inquiries and provide account support via email or chat.
? Work collaboratively within our Support team to understand, prioritize and escalate customer feedback and issues.
? Help colleagues deliver delightful experiences to our users in a collaborative manner.
? Recognize patterns in customer needs and relay them to the broader team.
? Learn and grow with a fast-moving and scaling team.
30-day outcomes:
? Successfully finish onboarding and training.
? Resolve 25 tickets per week with 80% customer happiness.
? Participate in Support team meetings, conversations.
60-day outcomes:
? Resolve 50 tickets per week with 90% customer happiness.
? Actively participate in and initiate product-focused conversations amongst the team.
? Help colleagues solve user problems.
120-day outcomes:
? Resolve 100 tickets per week with 95% customer happiness.
? Conclude contract by winding down any work outside of the inbox.
? Shares ideas and tips with the team and any new colleagues who join.
? Give internal feedback on your experience wi