Technical Support Contractor

• Provide extraordinary support to customers during tax season.
• Work directly with users and customer support team members to execute the team's goal.
• Maintain a customer satisfaction (CSAT) score of at least 85%.
• Debug, serve as an escalation point, and trend product feedback/issues based on interactions.
• Work directly with customers, customer support, and client managers to troubleshoot complex technical issues.
• Provide feedback to the engineering team on trending issues to inform product development and roadmap planning.

• Demonstrated ability to drive business impact.
• Hungry and motivated about making progress towards the mission of enabling everyone in the world to use crypto with peace of mind.
• Able to clearly talk about the details and also zoom out to the bigger picture.
• Seeks solutions for complex crypto problems and enjoys unraveling puzzling issues.
• Able to identify and diagnose technical issues across wallets, blockchains, and integrations.
• Skilled in debugging API errors and reviewing logs.
• Familiar with using the browser console, viewing blockchain explorers, and SQL.
• 3+ years of demonstrated excellence in providing customer service in chat, email, and/or phone channels.
• Effortlessly navigates common customer service tools and systems such as Zendesk, Pipedrive, Slack, Linear, etc.
• Independently prioritizes work to get back to customers efficiently.
• Able to support Customer Support needs daily with exceptional quality.

Pay range: $55 - $69p/h

• Flexible scheduling, including part-time and full-time seasonal roles.
• Incentive based pay opportunities.
• Training and internal support provided.
• Opportunity to work with a mission-driven, global team and grow your crypto tax expertise.