portal resources jobs companies c cointracker support manager

Support Manager 🔥


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 f

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

  • 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 [1]

  1. https://www.notion.so/Support-Metrics-5b67939cf72146218fe9a5ed26ec5199

Other openings you might be interested in

More remote jobs

Other jobs at CoinTracker

3 jobs in the last 60 days · 3 jobs in total · avg 1 - 3 jobs/mo · 2485 job visits

CoinTracker