Matthew Boyden
About Matthew Boyden
Matthew Boyden is a Sr. Product Support Specialist at CoinTracker, where he has worked since 2021. He has a diverse background in technical support, sales, and youth development, with experience in the SaaS ecosystem and a degree in Psychology from Georgetown University.
Work at CoinTracker
Matthew Boyden has been serving as a Sr. Product Support Specialist at CoinTracker since 2021. In this role, he has consistently exceeded expected ticket output by providing high-volume technical support. His responsibilities include delivering automation best practices and managing ticket queues for a distributed support team, ensuring efficient handling based on ticket volume and personnel availability across different time zones. His experience in this position highlights his expertise in customer support within the cryptocurrency tracking industry.
Education and Expertise
Matthew Boyden earned a Bachelor of Arts (B.A.) in Psychology from Georgetown University, where he studied from 2007 to 2011. His academic background contributes to his understanding of user behavior and needs, which is essential in product support roles. Additionally, he possesses extensive knowledge of the SaaS ecosystem, particularly regarding Zapier's integration with over 3000 applications, which enhances his ability to provide effective technical support.
Background
Before joining CoinTracker, Matthew Boyden held various positions that contributed to his professional development. He worked as a Volunteer in Youth Development with the Peace Corps in Taza Province, Morocco, from 2011 to 2012. He also gained experience in sales and support roles at companies such as Go, State Farm, Metromile, and Zapier, where he served as a Support Trainer for four years. This diverse background has equipped him with a broad skill set applicable to his current role.
Achievements
Matthew Boyden co-created the first iteration of an online certification course for Zapier's Experts program. This initiative demonstrates his commitment to enhancing user knowledge and support capabilities within the SaaS industry. His technical skills include troubleshooting by inspecting HTTP request logs and understanding JSON and XML, which are critical for resolving complex support issues.