Customer Support

We’re looking for an analytical Customer Support Product Specialist to join our dynamic team and help deliver an exceptional user experience in the world of crypto tax. This hands-on role is ideal for someone curious, analytical, detail-driven, and passionate about solving problems through data.

You’ll support our users by reviewing their accounts, investigating issues, and delivering clear, effective solutions. This involves analysing transactions, identifying discrepancies, and communicating your findings in a way that’s easy to understand. Your goal is to empower users with accurate, actionable insights — helping them make sense of their data while resolving any technical problems that arise.

At Koinly, we’re all passionate about building the best possible product, so you’ll naturally contribute by sharing user feedback, reporting bugs, identifying patterns, and helping shape meaningful improvements across the platform.

Responsibilities

• Investigate and resolve user issues by analysing account data and identifying root causes
• Provide clear, timely, and empathetic support to users via written communication
• Diagnose and troubleshoot technical problems, collaborating with the product and engineering teams when needed
• Gather, organise, and share user feedback to inform product development
• Stay up to date with product changes and the evolving crypto space to better assist users

Requirements:

1. Fluent in English, with strong written communication skills
2. An analytical mindset and a passion for working with data
3. Perseverance and patience — comfortable focusing on detailed, time-intensive tasks
4. Basic understanding of financial concepts
5. Highly organised with excellent attention to detail
6. A natural problem-solver with a proactive, can-do attitude — adaptable to new challenges and changes
7. Tech-savvy and eager to continuously learn and grow
8. Confident using Excel
9. Interest or experience in crypto is a big plus! At the very least, you should be crypto-curious and excited to dive in
10. Available to work remotely, Monday to Friday, 9:00–18:00 GMT/GMT+1 – we offer flexibility around your hours but it’s important that you are generally available around those hours for collaborations.

Bonus points if you:

1. Have a background in accountancy, finance, or tax
2. Have worked in customer support or a SaaS business
3. In-depth experience using DeFi

Benefits

1. Fully remote role (with flexible work hours)
2. 32 holidays per annum (incl. public holidays
3. Co-working space budget
4. Work in crypto

Department: Customer Support

Locations: Europe

Remote status: Fully Remote