Support Manager (Remote, EMEA)

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 t

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

At CoinTracker, we’re building the best-in-class customer support experience to match our industry-leading cryptocurrency portfolio & tax manager product. Joining our tight-knit, early-stage team as a Support Manager means you’ll have a disproportionate impact on the shape, processes, and direction of our customer-facing product support team. Additionally, you’ll help ensure world-class compassionate support for our customers while building a product that improves people’s financial opportunities.


You will

  • Help hire a team of Support Specialists and manage their day-to-day functions

  • Coach direct reports for professional development and merge them with business needs

  • Work horizontally across the Support Leadership team and cross-functional manager peers to champion the customer experience

  • Ensure the successful delivery of customer-facing and internal projects

  • Assume ownership of the largest customer-facing issues in the product and see them through to resolution

  • Define, track, and report success metics

  • Help the team scale through automation, process efficiency projects


Some of the skills we’re excited about

  • 3+ years in a role leading, developing, and enabling individual contributors on a Customer Support team

  • Experience in a hyper-growth software technology startup environment

  • A passion for servant leadership and helping grow your direct reports to reach their career and personal goals

  • Team-first attitude with a strong sense of empathy


We’re looking for someone who

  • Is experienced in providing fast-paced support in a high-growth startup

  • Has developed a strong management toolkit that strengthens direct reports individually and collectively

  • Thinks critically and is able to build a business case for the largest friction points internal and external stakeholders encounter

  • Is passionate about cryptocurrency or other technology helping to bridge gaps in financial equity and prosperity

  • Excels as both a written and verbal communicator

  • Thrives in an early-stage startup environment with less stability and more ambiguity

  • Loves delighting customers

  • Works effectively in a remote setting and are able to overlap with our core hours of 9 AM to 12 PM PT

1-Year Outcomes

  • Own two strategic KRs (like improving average handle time, quality scores, SLA adherence or hiring) and meet or exceed your goal each quarter

  • Create a psychologically safe space for your team to perform at the highest level resulting in 100% of your directs reports consistently meeting or exceeding performance metrics.

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.

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