Crypto Support Specialist at CoinTracker - $50/hr

CoinTracker; United States; A distancia; USD 57.000 - 81.000; Jornada completa

Descripción de la vacante

CoinTracker is hiring a Crypto Support Specialist for a remote seasonal contract in the United States from January 11, 2027 to April 15, 2027. The role pays $50/hour and targets high-volume tax-season support for crypto users.

You will resolve wallet, exchange, and tax-reporting issues with empathy and clear explanations, collaborating with Product and Engineering to improve the customer experience. Zendesk experience is preferred, and adaptability in a fast-paced environment is essential.

Formación

• 3+ years in customer support, with exposure to technical support.
• Extensive understanding of crypto, including wallets, exchanges and tax-related issues.
• Clear, empathetic written communication that makes complex topics understandable.
• Creative problem solving in ambiguous environments.

Responsabilidades

• Own customer inquiries in the support queue with empathetic communication and reliable follow-through.
• Investigate complex product, wallet, exchange, and tax-reporting issues using crypto knowledge and deductive reasoning.
• Collaborate with Support, Product, and Engineering to resolve issues and improve processes.
• Document recurring issues and contribute to improved support workflows and documentation.

Conocimientos

Customer support

Crypto knowledge

Clear written communication

Problem solving

Herramientas

Zendesk

Descripción del empleo

Crypto Support Specialist at CoinTracker - $50/hr — Remote

This is a seasonal contract role (Jan–April 2027), not a permanent position — a critical distinction for career planners. It's ideal for crypto professionals seeking high-impact, resume-building work during tax season, or those wanting to break into the fintech/crypto support space.

Compensation: At $50/hour, this is above-average for contract customer support. Standard technical support contractors typically earn $20–$35/hour; crypto-specialized roles command a premium, and this rate reflects that. Annualized (~$104K), it's competitive even with full-time senior support roles at major tech companies.

• Deep crypto tax and transaction knowledge — highly transferable to fintech, DeFi, and Web3 companies.
• Technical troubleshooting across wallets, exchanges, and blockchain data — increasingly in demand.
• Experience with Zendesk and structured support workflows — industry-standard tooling.
• Cross-functional collaboration with Product and Engineering — builds visibility beyond support.

Green flags: CoinTracker is a well-funded, Y Combinator-backed startup with serious investors and major fintech partnerships (TurboTax, Coinbase, H&R Block). A short contract here adds credible brand recognition to any crypto or fintech resume.

Red flags to note: This is explicitly seasonal — there's no guarantee of extension or full-time conversion. Career-minded candidates should treat this as a stepping stone and actively network internally during the engagement. The 85% CSAT/quality targets are measurable, which is good for performance documentation but requires consistent output under volume pressure.

CoinTracker is on a mission to unlock everyone's financial potential so they can build the life they want. We started with crypto, building the tax and portfolio tools trusted by millions to make digital assets simple. Today, we're going further with Nino , our AI-powered financial planning product that puts expert-level guidance within reach of everyone, not just the wealthy.

We're a fully distributed team. Learn more about our mission, culture, and hiring process.

CoinTracker is on a mission to unlock everyone's financial potential so they can build the life they want. We started with crypto, building the tax and portfolio tools trusted by millions to make digital assets simple. Today, we're going further with Nino , our AI-powered financial planning product that puts expert-level guidance within reach of everyone, not just the wealthy.

We're a fully distributed team. Learn more about our mission, culture, and hiring process.

Some things we're proud of

• Building foundational tools in the cryptocurrency space
• Over 1M tax forms generated
• $250B+ in cryptocurrency tracked on CoinTracker (over 5% of the entire crypto market)
• Partnered with Coinbase, H&R Block, Intuit TurboTax, MetaMask, OpenSea, Phantom, Solana, and Uniswap
• Founders: Jon previously built TextNow (200M downloads); Chandan was previously a product manager at Google & Google[x]
• $100M+ venture capital raised from Accel, General Catalyst, Y Combinator, Initialized Capital, Coinbase Ventures, Kraken Ventures, Intuit Ventures, 776 Ventures, Balaji Srinivasan , Claire Hughes Johnson , Gokul Rajaram , Serena Williams , Zach Perret
• Awesome benefits

Your Mission

• Help crypto users get clear, dependable support during the busiest part of the tax year.
• Use your crypto knowledge and deductive reasoning to resolve complex customer issues, even when the path forward is unclear.
• Make complicated issues easy to understand and share insights that improve CoinTracker's customer experience.

Your Outcomes for the Season

• Maintain at least 85% CSAT and 85% Quality while meeting the service-level targets for your assigned queue during the engagement.
• After ramp-up, consistently meet the agreed weekly ticket-resolution target without sacrificing accuracy or customer experience.
• Resolve complex support cases with clear explanations that help customers understand the issue and next steps.
• Surface recurring customer issues with actionable documentation for Support, Product, and Engineering.

What You Will Do

• Own customer inquiries in the support queue through clear, empathetic written communication and dependable follow-through.
• Investigate complex product, wallet, exchange, and tax-reporting issues using crypto knowledge, evidence, and deductive reasoning.
• Work through unfamiliar problems in an ambiguous environment, test reasonable hypotheses, and communicate next steps without creating customer confusion.
• Partner with Support teammates and leads, and involve Product or Engineering when issues require deeper investigation.
• Meet agreed service-level, quality, and customer-satisfaction expectations throughout the seasonal engagement.
• Document recurring issues and recommend improvements to support workflows, documentation, and the product.

What We Look For

Core Qualities

• Opportunity alignment: You are motivated by helping crypto users and understand the expectations of a seasonal customer-support role.
• High agency: You take ownership, follow through, and proactively communicate blockers or risks.
• Exceptional collaboration: You work effectively with Support, Product, and Engineering and share useful context when asking for help.
• Critical thinking: You use evidence and deductive reasoning to investigate issues rather than relying on assumptions.

Required Skills and Experience

• 3+ years in customer support, with exposure to technical support.
• Extensive understanding of crypto, including the ability to apply that knowledge to wallet, exchange, and transaction-related customer issues.
• Clear, empathetic written communication that makes complex topics understandable and sets realistic expectations.
• Creative problem solving and the ability to take on unfamiliar issues in an ambiguous environment.
• Dependable ownership, follow-through, and the ability to meet the agreed seasonal schedule and follow support processes.

Preferred Experience

• Supporting customers through chat and email.
• Using Zendesk or a similar ticketing tool.

Nice to Have

• Prior tax-season support experience.
• Hands-on experience with CoinTracker or a competing crypto-tax product.
• Experience improving documentation or workflows based on recurring customer issues.

The compensation for this role is $50/hour. Candidate's location does not impact the posted salary.

The likely dates of employment for this role are January 11, 2027 – April 15, 2027. These dates are subject to change based on business need.

Is this a permanent or temporary position? This is a seasonal contract role with likely employment dates of January 11, 2027 to April 15, 2027. These dates are subject to change based on business need. What is the pay rate and does location affect compensation? The role pays $50/hour. CoinTracker explicitly states that the candidate's location does not impact the posted salary. Can I work this job remotely from outside the United States? CoinTracker is a fully distributed team, but this posting targets US-based candidates only. Applicants outside the US should confirm eligibility before applying. What level of crypto knowledge is required? Extensive crypto knowledge is required, including the ability to apply it to wallet, exchange, and transaction-related customer issues. Prior experience with CoinTracker or a competing crypto-tax product is a nice-to-have. What tools or platforms will I use in this role? Experience with Zendesk or a similar ticketing tool is preferred. You'll handle customer inquiries via chat and email, coordinating with Support, Product, and Engineering teams.

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