Tax Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Address, prioritize, and resolve inquiries related to tax matters from customers.

• Engage with customers empathetically, assisting them in navigating their tax filing questions through a solid understanding of federal and state tax forms and documents.

• Oversee the tax workflow to proactively identify potential issues before they occur.

• Act as a liaison with partners, serving as a point of contact for any customer-related concerns.

• Work collaboratively with the tax, product, and engineering teams to swiftly address and resolve issues.

• Contribute to our mission of delivering a premier tax experience for all taxpayers.

⛳️ Requirements

• 1–2 years of experience in a customer support, customer service, or customer success position, ideally within a dynamic SaaS or technology setting.

• Outstanding written communication skills with the capability to convey complex concepts clearly, professionally, and empathetically.

• Robust problem-solving and critical thinking abilities, with a knack for investigating issues and making informed decisions.

• Exceptional attention to detail, capable of adhering to established processes while ensuring accuracy.

• Ability to rapidly learn new systems, products, and workflows in a fast-paced environment.

• Proven capability to manage multiple priorities while upholding a high level of customer satisfaction.

• Experience with customer support platforms such as Intercom, Zendesk, Salesforce, or other similar CRM/ticketing systems.

• Comfortable working independently while effectively collaborating with cross-functional teams.

• High school diploma or equivalent is required; a bachelor's degree is preferred.

• Prior experience supporting a FinTech, financial services, or tax technology product is highly advantageous.

• Familiarity with U.S. individual income taxes or previous experience with tax software is a significant plus.

• Experience in a high-volume, seasonal support environment.

• Knowledge of best practices in knowledge base management and documentation.

• Experience in analyzing customer trends and providing feedback for product or process improvements.

🏝️ Benefits

• Offers Equity