CX Manager (United States & Canada)

Lead CoinTracker’s Customer Support team delivering extraordinary support for our personal users and self service Enterprise users during tax season and year round.

Your one year outcomes

• Achieve 80% CSAT across all servicing channels and 90% of all SLAs.

• Improve team efficiency and manage costs effectively with the effective management of Contractors and BPO Resources.

• What you will do

  • Provide extraordinary support for all customers.

  • Create a culture of kindness, empathy, and excellence.

  • Be a champion of the customer and bring the VOC to the organization

  • What we look for

    Roleagnostic

    • 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

    • Rolespecific

      • Customer Support fundamentals & Customer first mindset

        • 5+ years of demonstrated excellence in customer service strategy and BPO Management

        • Works crossfunctionally and with leadership to contribute and drive the companys 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.

        • Knows that it is about “them” not “us.”

        • Builds processes and tools to uplevel the entire team for the longterm

        • • People leadership

            • Effectively sets expectations and provides continuous feedback

            • Ability to manage inhouse and outsourced teams, understand endtoend service delivery, maintain high service quality standards, and drive efficiency across operations

            • Sets a clear and compelling vision and goals

            • Evaluates performance. Rewards high performance and addresses underperformance

            • Strong manager and coach

            • Strong listener

            • • Growth mindset & Problem solving

                • Seeks solutions for complex and ambiguous challenges in customer support, and will not rest until a clear outcome is achieved.

                • Enjoys tackling challenging problems, viewing unraveling a puzzle as an exciting opportunity.

                • Relentlessly curious

                • Self directed

                • Willing to answer tickets to understand users and how the support team works

                • Makes sound decisions rooted in goals. Can see around corners and anticipates solutions.

                • • The starting salary for this position is between $136,000 $170,000. The actual compensation offered will be based on a variety of jobrelated factors including relevant skills, education, and experience. This position also includes equity in CoinTracker and benefits like medical, dental, vision, 401(k), life insurance, and PTO.