CX Manager - Remote

Overview

CoinTracker makes cryptocurrency portfolio tracking and tax compliance simple. CoinTracker enables consumers and businesses to seamlessly track their cryptocurrency portfolio, investment performance, taxes, and more. We are a globally distributed team on a mission to enable everyone in the world to use crypto with peace of mind.

In Short

• Lead the Customer Support team to deliver extraordinary support.
• Achieve 80% CSAT and 90% of SLAs.
• Manage Contractors and BPO Resources effectively.
• Foster a culture of kindness, empathy, and excellence.
• Act as a champion of the customer and communicate their voice.
• Drive business impact through demonstrated excellence.
• Communicate effectively across all levels of the organization.
• Build processes and tools for long-term team improvement.
• Evaluate performance and provide continuous feedback.
• Seek solutions for complex customer support challenges.

Requirements

• 5+ years in customer service strategy and BPO management.
• Ability to manage in-house and outsourced teams.
• Strong communication and leadership skills.
• Experience with KPI management and goal setting.
• Relentless curiosity and problem-solving mindset.
• Self-directed and proactive in understanding user needs.
• Experience in building a customer-first culture.
• Strong listening skills and ability to give feedback.
• Ability to drive efficiency across operations.
• Commitment to the company’s mission of enabling crypto use.

Benefits

• Equity in CoinTracker.
• Medical, dental, and vision insurance.
• 401(k) plan.
• Life insurance.
• Paid time off (PTO).