Folklore Ventures
Folklore Ventures
20
companies
50
Jobs

Customer Support Specialist

Crypto Tax Calculator

Crypto Tax Calculator

Customer Service
Australia
Posted on Monday, July 1, 2024

Crypto Tax Calculator is looking for a dynamic, enthusiastic Customer Support Specialist!

Backed by Australia’s largest VCs, Crypto Tax Calculator (CTC) is a fast-growing, seed-stage organisation with hundreds of thousands of loyal customers across twenty-two countries. Founded in 2018 by brothers Shane and Tim Brunette, CTC is on a mission to help people around the world better understand their tax obligations with a self-service tool to help them identify, track, and organise their crypto.

Based in Sydney, CTC celebrates a remote-first async culture where flexibility is encouraged, autonomy is celebrated, and cross-team collaboration is highly valued.

This role is an incredible opportunity to explore the cryptocurrency space and work with a close-knit team to help thousands of users decipher their crypto tax situations. As a Customer Support Specialist, you will be the frontline of our customer experience, providing our users with excellent service to help them navigate our platform. Working in an innovative startup environment, you’ll tackle new challenges daily and continuously learn, all while making a meaningful impact on our users’ experiences. You’ll also have the ability to take advantage of numerous personal and professional growth opportunities and contribute to functions or projects that align with your interests.

About the Role:

  • Location: Remote
  • Employment type: Full-time

Responsibilities and Duties:

  • Be a product guru to support and guide customers on how to use Crypto Tax Calculator.
  • Respond to customer enquiries with accurate information in a timely manner via Intercom, email, phone calls, or any other communication tools we use.
  • Be creative and resourceful in finding resolutions, even when there is no immediate answer.
  • Troubleshoot issues and submit bug reports following an established process.
  • Escalate issues to corresponding teams and collaborate with others to find solutions.
  • Actively contribute to support projects, including improving internal and external support documentation.
  • Manage multiple user queries and issues simultaneously while maintaining high-quality service.
  • Gathering user feedback and relaying it to the relevant teams to improve the product.
  • On the odd occasion, you may be required to work during non-business hours, including weekends, as needed by the company.

About You

Requirements:

  • 3+ years of customer support experience, ideally at a SaaS software company.
  • Excellent communication skills in English, both written and verbal.
  • Strong problem-solving skills coupled with a solution-oriented mindset.
  • Ability to empathise with users and understand their needs and concerns.
  • Hyper-efficient with a commitment to high-quality output.
  • Ability to work autonomously, prioritise tasks and manage your time effectively.
  • Tech-savvy with the capacity to quickly familiarise yourself with complex software tools.

Nice to have:

  • Previous experience in a fast-paced fintech or regtech startup and/or remote-first environment.
  • Enthusiastic about cryptocurrency and crypto taxes, with a passion for staying updated in this rapidly growing industry.

Why join CTC:

  • VC-backed, fast-growing company.
  • Passionate and talented team to work with and learn from.
  • Flat organisational structure where everyone’s opinion is valued, and communication is efficient.
  • Competitive salary and benefits.
  • Flexible work hours.
  • Remote-first company, allowing you to work from anywhere in the world.
  • Strong focus on diversity and inclusion.
  • Committed to giving back to the crypto community.

Please include the following questions in your cover letter:

  • What excited you about joining Crypto Tax Calculator?
  • How will you contribute to Crypto Tax Calculator as a Customer Support Specialist?