We are a USA-based blockchain startup technology company. We are a crypto tax product that helps individual cryptocurrency investors and accountants with their tax filings. We have thousands of customers and have processed over $1B of transactions. We are a venture backed, 15-person team, established in 2017. We work with Big 4 accounting firms, large CPA firms, wealthy investors, and…
Location: Kathmandu offices (after pandemic. Work-from-home before then)
Compensation: $12,000 USD / year
What you will Do:
Core Activity #1: Help Customers Succeed
Taxes and cryptocurrency can be complicated. Our customers will need help navigating our application, third party applications like cryptocurrency wallets and exchanges, and some help understanding accounting and tax issues. Customers will need help creating simple spreadsheets or making adjustments to their account. We offer support by phone, email, and chat and also schedule video calls with customers to screen share and show them how to get their tax filing in order. We reply during evenings and weekends. We are very polite to our customers, who are often stressed. 98% of our customers are awesome, and they are very appreciative of your help navigating our software and an ever-changing industry. We are always supportive and respectful to our customers- but we don’t let them walk all over us. We are professionals and we expect to be treated as such.
We view Customer Success as a key part of how we grow our business. Many customers refer their friends and accountants. We form business partnerships based on the strength of our customer service too. So, during peak tax seasons, it’s all hands on deck as we deal with hundreds of customers during a very stressful time for them. So, you will see the executive team and senior developers helping basically on a 24/7 cycle in late December, March, April, and October.
This position requires quick, efficient communication. You’ll have to learn and understand how our software works, how cryptocurrency works, how taxes and accounting works, and how people work. You’ll have to listen carefully and solve problems. Sometimes you’ll have to apologize or ask for forgiveness. You’ll have to learn a lot of new things and problem solve. Be prepared to talk about your experience doing this on a regular basis. Our software is on the very cutting-edge of a cutting edge industry, and things change on a weekly basis in our business so being proactive when communicating with customers as well as your team members is crucial to the company’s success.
Core Activity #2: Product Development
We are constantly trying to learn. You will be taking customer feedback so we can make everyone’s lives easier. You can also update our instructional materials to help customers and reduce your own workload. Every time you uncover something new or important, raise it to the team to help educate everyone. The front line CS folks are truly vital in operations and product improvement.
A background in accounting, tax, or fintech SaaS tech support is great, but not required. If you are AWESOME, EMPATHETIC, and possess intellectual curiosity in spades and are jazzed by constantly learning and growing, we can teach the rest! If you want to learn something new by attending a conference, buy a book, or purchasing an online course- we’ll pay for that.
Core Activity #3: Marketing
We have a number of marketing activities around writing articles, copywriting, social media, and video production. There’s always a project or two to keep fresh if you want to.
In this role you will:
We are looking for people who: