Crypto Tax Calculator is looking for a proactive, adaptable Technical Customer Support Specialist.
Backed by AirTree, Folklore Ventures and Coinbase Ventures, CTC is a fast-growing company with hundreds of thousands of loyal customers across 23 countries.
Founded in 2018 by brothers Shane and Tim Brunette, our mission is to empower people globally to better understand their tax obligations with a self-service tool that simplifies the process of identifying, tracking, and organising crypto transactions.
As a Technical Customer Support Specialist, you’ll be on the front lines of our customer experience, delivering dedicated support to help users confidently navigate our platform. You’ll take ownership of each query, investigating and resolving issues while ensuring every interaction is friendly, helpful, and solution-focused.
About the Role
- Location: Remote
- Employment type: Full-time
Responsibilities and Duties:
- Become a product expert, guiding and empowering customers to confidently use Crypto Tax Calculator.
- Deliver high-quality technical support via chat, email, and phone, providing prompt, clear and accurate information.
- Manage multiple customer interactions simultaneously, while maintaining a high standard of quality and care.
- Think creatively and resourcefully to find solutions, even when immediate answers aren’t available.
- Troubleshoot customer issues, leveraging internal systems and resources to investigate and resolve complex problems efficiently.
- Effectively triage and escalate bugs, performance issues and edge cases to Engineering or Operations with clear reproduction steps and technical context.
- Contribute to continuous improvement by updating internal documentation and suggesting process improvements.
About You
Requirements:
- 2-4 years in a technical support role at a SaaS or software company, with a proven track record supporting complex products or data-heavy platforms.
- Excellent communication skills in English, both written and verbal, with the ability to simplify complex topics to users.
- Strong technical troubleshooting and problem-solving skills, with a proactive, solution-first approach to challenges.
- Empathy-driven mindset, with the ability to understand, relate to, and advocate for customer needs.
- Self-starter mentality, with strong time management skills and the ability to prioritise tasks independently.
- Tech-savvy and adaptable, with a quick grasp of new tools, systems and workflows.
- A team player who is excited to work closely with teammates across Support and the broader CTC team.
Nice to have:
- Experience working with and troubleshooting complex SaaS software.
- Experience working in a target-driven support role, with a focus on hitting key metrics like CSAT and response times
- Familiarity with customer support tools like Intercom, Aircall and related platforms.
- A basic understanding of crypto concepts and/or global tax regulations.
Why join CTC:
- Top-tier compensation: We offer a competitive, top-of-market package.
- Fast-growing company: Be part of a rapidly scaling SaaS organisation, backed by leading VCs.
- Work from anywhere: As a remote-first company, you have the flexibility to work where you thrive (this role is Australia-based preferred).
- Collaborative culture: Enjoy a flat organisational structure where every voice is valued, and decisions are made efficiently.
- Global impact: Join a global team with a global focus—contribute to worldwide success.
- High-velocity environment: We prioritise maximising impact with minimal bureaucracy, so you can focus on what truly matters.
- Focus: We are async-first – only one internal meeting day per week means more time for deep work.
