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CX Manager (United States & Canada) at CoinTracker . Location Information: United States. Increase the financial freedom and prosperity of individuals and companies.. Lead CoinTracker’s Customer Support team delivering extraordinary support for our personal users and self service Enterprise users during tax season and year round.. Provide extraordinary support for all customers.. Create a culture of kindness, empathy, and excellence.. Be a champion of the customer and bring the VOC to the organization.. 5+ years of demonstrated excellence in customer service strategy and BPO Management. Works cross-functionally and with leadership to contribute and drive the company's strategy and resource allocation. Drives continuous progress on goals and KPIs. Knowledge of operating core support and support operations teams. Understands that our job is to help and enable our customers; positions all communications with that in mind.. Effectively sets expectations and provides continuous feedback. Ability to manage in-house and outsourced teams, understand end-to-end service delivery, maintain high service quality standards, and drive efficiency across operations. Seeks solutions for complex and ambiguous challenges in customer support, and will not rest until a clear outcome is achieved.. Strong manager and coach. Pay range:. $136K - $170K. Equity in CoinTracker. Medical, dental, vision insurance. 401(k). Life insurance. PTO