Customer Support - Product Specialist

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:

• Fluent in English, with strong written communication skills
• An analytical mindset and a passion for working with data
• Perseverance and patience — comfortable focusing on detailed, time-intensive tasks
• Basic understanding of financial concepts
• Highly organised with excellent attention to detail
• A natural problem-solver with a proactive, can-do attitude — adaptable to new challenges and changes
• Tech-savvy and eager to continuously learn and grow
• Confident using Excel
• Interest or experience in crypto is a big plus! At the very least, you should be crypto-curious and excited to dive in
• 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:

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

Don’t tick all of the boxes? Neither do we. We are driven by hiring not only by experience and relevance for the role, but also by ambition. We celebrate anything ‘outside of the box’, so if you don’t meet all of the listed tickbox criteria, please do still apply as we’d love to hear from you. What We Can Offer You 🏡Fully remote role (with flexible work hours) 🎄32 holidays per annum (incl. public holidays) 👨‍💻Co-working space budget 🚀Work in crypto About Us At Koinly, we are building software to help crypto investors stay compliant with their tax obligations and keep track of their investments. We launched the first version of our platform in 2019 and have since grown to over 1.5M users by solving a highly technical problem and saving our users countless hours of work (see what our customers say). All of this with a small team of super-intelligent and dedicated individuals! Our values & work environment As a startup, we value efficiency above all else. Our team structure is flat and focused where every individual has a critical role that directly impacts our users. You will not find any middle managers or pointless meetings here. Our environment is best suited for people who are hands-on, like to take ownership, and most importantly, are self-learners. Our team is based in Europe, so we try to work in the UK timezone, but are flexible. Everyone is expected to work 40 hours and no more. We highly value people who can prioritise their work, know what tools to use to work efficiently and can set up processes to amplify the impact of their time. What To Expect In Your First Month This is the most decisive part of your tenure at Koinly. You will be assessed on your technical skills and how quickly you are able to become operational. A good benchmark is to try Koinly out yourself; if you have a hard time understanding what it does, then things will not get any easier. At Koinly, we’re truly passionate about the crypto space, so a genuine interest in crypto—beyond just Bitcoin—is a big plus. We look forward to hearing from you!