Technical Support / QA / DeFi

Are you passionate about numbers and obsessed with details? Do you thrive on deep-diving into qualitative tasks, working independently, and immersing yourself in spreadsheets? If "CSV" might as well be your middle name and Excel is your idea of fun-this might be the perfect role for you.

Apply now - we'd love to hear from you!

We're looking for an analytical person to join our team and help deliver an exceptional user experience in the world of crypto tax. This hands-on role is ideal for someone analytical, detail-driven, curious, 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 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

1. Investigate and resolve user issues by analysing account data and identifying root causes
2. Diagnose and troubleshoot technical problems, collaborating with the product and engineering teams when needed
3. A qualitative focus: work on bigger, time-intensive cases that take a lot of time to resolve - patience is a must!
4. Provide clear, timely, and empathetic support to users via written communication
5. Gather, organise, and share user feedback to inform product development
6. 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 - you love numbers and spreadsheets
• 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, which is your best friend in this job!
• 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 collaboration.

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 criteria, please still apply - we'd love to hear from you.

What we can offer you

• Fully remote role (with flexible work hours)
• 32 holidays per annum (including 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. All of this with a small team of 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 middle managers or pointless meetings here. Our environment is best suited for people who are hands-on, like to take ownership, and 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 a 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 yourself; if you have a hard time understanding what it does, then things will not get any easier.

At Koinly, we're 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!