Customer Support, Seasonal Contractor

CoinTracker

. Help crypto users get clear, dependable support during the busiest part of the tax year .

Posted 11/2/2026contractRemote • United StatesMid-LevelSenior💰 $50 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive understanding of crypto, including wallet, exchange, and transaction-related issues, while providing clear and empathetic written communication. Proven ability to resolve complex support cases and improve workflows based on customer feedback.

Highest-signal resume keywords

Customer Support ExperienceTechnical Support ExposureCrypto KnowledgeZendesk ExperienceCreative Problem Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportTechnical SupportCrypto KnowledgeProblem SolvingDocumentation Improvement

Soft Skills

Empathetic CommunicationDependable OwnershipFollow-Through

Tools & Technologies

ZendeskCoinTracker

Industry Keywords

Tax-Season SupportCustomer IssuesSupport WorkflowsTicket-Resolution

About the role

Key responsibilities & impact

Help crypto users get clear, dependable support during the busiest part of the tax year
Maintain at least 85% CSAT and 85% Quality while meeting service-level targets
Meet the agreed weekly ticket-resolution target after ramp-up
Resolve complex support cases with clear explanations and next steps
Surface recurring customer issues with actionable documentation for Support, Product, and Engineering
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
Test reasonable hypotheses and communicate next steps without creating customer confusion
Partner with Support teammates and leads, involving Product or Engineering when deeper investigation is needed
Document recurring issues and recommend improvements to support workflows, documentation, and the product

Requirements

What you’ll need

Candidates must be based in and currently authorized to work in the United States
Position is not eligible for visa sponsorship, now or in the future
Must work US business hours and may require weekend work
3+ years in customer support, with exposure to technical support
Extensive understanding of crypto, including wallet, exchange, and transaction-related customer issues
Clear, empathetic written communication
Creative problem solving in an ambiguous environment
Dependable ownership, follow-through, and ability to meet the agreed seasonal schedule and support processes
Preferred: experience supporting customers through chat and email
Preferred: experience using Zendesk or a similar ticketing tool
Nice to have: prior tax-season support experience
Nice to have: hands-on experience with CoinTracker or a competing crypto-tax product
Nice to have: experience improving documentation or workflows based on recurring customer issues

Benefits

Comp & perks

Fully distributed team
Awesome benefits