CoinTracker is hiring a CX Manager (United States & Canada) to lead our Customer Support team. You will deliver extraordinary support for our personal users and self-service Enterprise users during tax season and year-round, achieving high customer satisfaction and service level agreements.

What You'll Do

Provide extraordinary support for all customers.
Create a culture of kindness, empathy, and excellence.
Be a champion of the customer and bring the voice of the customer (VOC) to the organization.
Improve team efficiency and manage costs effectively with the effective management of Contractors and BPO Resources.
Build processes and tools to up-level the entire team for the long-term.
Effectively set expectations and provide continuous feedback.
Manage in-house and outsourced teams, understand end-to-end service delivery, maintain high service quality standards, and drive efficiency across operations.
Set a clear and compelling vision and goals.
Evaluate performance, reward high performance, and address underperformance.
Seek solutions for complex and ambiguous challenges in customer support, and will not rest until a clear outcome is achieved.
Answer tickets to understand users and how the support team works.
Make sound decisions rooted in goals and anticipate solutions.

What We're Looking For

5+ years of demonstrated excellence in customer service strategy and BPO Management.
Customer Support fundamentals and a customer-first mindset.
Ability to work cross-functionally and with leadership to contribute and drive the company's strategy and resource allocation.
Drives continuous progress on goals and KPIs.
Knowledge of operating core support and support operations teams.
Understands that our job is to help and enable our customers; positions all communications with that in mind.
Ability to manage in-house and outsourced teams, understand end-to-end service delivery, maintain high service quality standards, and drive efficiency across operations.
Strong manager and coach.
Strong listener.
Seeks solutions for complex and ambiguous challenges in customer support, and will not rest until a clear outcome is achieved.
Self-directed.
Willing to answer tickets to understand users and how the support team works.
Makes sound decisions rooted in goals and anticipates solutions.

Nice to Have

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.
Growth mindset & Problem solving: Enjoys tackling challenging problems, viewing unraveling a puzzle as an exciting opportunity.
Relentlessly curious.