POSTED June 22

Customer Support Manager - Crypto startup at Koinly

  • Customer Support
  • Fulltime
  • Anywhere (100% Remote) Only
Job Description

About Us

We are an early-stage start-up, based in London and Sydney with a solid product-market fit, impressive growth rates and a user base spread across the US, Europe and Australia. Founded in 2018, Koinly is used by thousands of cryptocurrency investors, accountants and blockchain businesses and is also the preferred tax partner for a number of leading cryptocurrency exchanges. We are building tools to enable the widespread adoption of cryptocurrency by automating the regulatory hurdles of tax compliance and asset tracking.

The Role

As our Customer Support Manager, you will be at the forefront of crafting and delivering a world-class customer support function that will ensure every user receives an exceptional service. Your extensive experience in customer support will enable you to understand the needs and habits of Koinly’s users, rapidly assimilate our products & core features and together with an acute affinity to our platform you’ll develop and maintain the best customer experience that people will come to love and familiarise us with.

Along the way, you will manage a team of individuals all working collaboratively in assisting over 600,000 customers worldwide; and as their manager, you’ll mentor and develop their careers by creating a top-notch training programme covering both technical and commercial support, drive user retention through strong relationships with your team leads, develop procedures, policies and standards to ensure best practice, all whilst continuing to innovate the service that gives us that competitive advantage.


Work with the team leads to analyse customer issues on a regular basis, ensuring high levels of customer satisfaction and quality are delivered
Assist the wider customer support team in resolving escalated user issues, taking ownership of the problems and following up through to resolution
Strive for the ongoing enhancement of the customer knowledge base by ensuring the development of timely and relevant knowledge/help articles related to product use
Identify and champion internal process improvements
Evaluate overall customer satisfaction through customer surveys, trust pilot reviews etc, analysing statistics and compiling accurate reports to continuous improve output of the team
Manage, mentor, and coach new and existing team leads including conducting regular performance reviews and weekly timesheet approvals
Keep abreast of industry’s developments and competitors ways of working to maintain competitive edge
Be responsible for hiring new support representatives into your team as and when required


Solid experience in managing the customer support teams within a tech set-up, preferably Fintech
Must have a solid understanding of crypto, blockchain and the decentralised financial industry as a whole
Experience in team management & coaching including developing a strong management toolkit that strengthens direct reports individually and collectively
Working knowledge of customer support software, databases and tools
Entrepreneurial approach to owning responsibilities with strong accountability to delivering outcomes
Awareness of industry’s latest technology trends and applications
Motivation to champion the team’s communication via live chat and adhering to best practices
A love for going above and beyond for customers and making sure they get the best experience
Ability to handle conflicting priorities, creative problem solving skills
A positive can-do attitude, open to new and unexpected challenges
Passion for the fast-paced environment and working as a team on solving the bottlenecks

Bonus points if:

You come from an accountancy or tax background
You have a good understanding of crypto

What We Can Offer You

Competitive package
Remote job
Work within one of the most rapidly growing industries in the world
Perks, including Koinly swag
Regular team social events 

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