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.
• 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.

• 5+ years of demonstrated excellence in customer service strategy and BPO Management
• Works cross-functionally and with leadership to contribute and drive the company's 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.
• Effectively sets expectations and provides continuous feedback
• Ability to manage in-house and outsourced teams, understand end-to-end service delivery, maintain high service quality standards, and drive efficiency across operations
• Seeks solutions for complex and ambiguous challenges in customer support, and will not rest until a clear outcome is achieved.
• Strong manager and coach

Pay range: $136K - $170K

• Equity in CoinTracker
• Medical, dental, vision insurance
• 401(k)
• Life insurance
• PTO