Support Manager (EMEA)

Your opportunity

At CoinTracker, we're building the best-in-class customer support experience to match our industry-leading cryptocurrency portfolio & tax manager product. Joining our tight-knit, early-stage team as a Support Manager means you'll have a disproportionate impact on the shape, processes, and direction of our customer-facing product support team. Additionally, you'll help ensure world-class compassionate support for our customers while building a product that improves people's financial opportunities.

• Hire a team of Support Specialists and manage their day-to-day functions
• Coach direct reports for professional development and merge them with business needs
• Work horizontally across the Support Leadership team and cross-functional manager peers to champion the customer experience
• Ensure the successful delivery of customer-facing and internal projects
• Assume ownership of the largest customer-facing issues in the product and see them through to resolution
• Define, track, and report success metics
• Help the team scale through automation, process efficiency projects
  
  

• 3+ years in a role leading, developing, and enabling individual contributors on a Customer Support team
• Experience in a hyper-growth software technology startup environment
• A passion for servant leadership and helping grow your direct reports to reach their career and personal goals
• Team-first attitude with a strong sense of empathy
  
  

• Is experienced in providing fast-paced support in a high-growth startup
• Has developed a strong management toolkit that strengthens direct reports individually and collectively
• Thinks critically and is able to build a business case for the largest friction points internal and external stakeholders encounter
• Is passionate about cryptocurrency or other technology helping to bridge gaps in financial equity and prosperity
• Excels as both a written and verbal communicator
• Thrives in an early-stage startup environment with less stability and more ambiguity
• Loves delighting customers
• Works effectively in a remote setting and are able to overlap with our core hours of 9 AM to 12 PM PT
  
  
  1-Year Outcomes
  • Own two strategic KRs (like improving average handle time, quality scores, SLA adherence or hiring) and meet or exceed your goal each quarter
  • Create a psychologically safe space for your team to perform at the highest level resulting in 100% of your directs reports consistently meeting or exceeding performance metrics