Tier 1 Tax Support

Key Responsibilities

• Respond, prioritize and resolve tax related customer inquiries
• Speak to customers with empathy, helping them navigate questions around their tax filing situation through an understanding of federal and state tax forms and documents
• Monitor the tax workflow to identify any potential issues before they arise
• Liaise with partners, serving as a point of contact on any customer related issues
• Collaborate with the tax, product and engineering teams to quickly resolve issues

Requirements

• 1–2 years of experience in a customer support, customer service, or customer success role, preferably in a fast-paced SaaS or technology environment
• Excellent written communication skills with the ability to explain complex concepts clearly, professionally, and empathetically
• Strong problem-solving and critical thinking skills with the ability to investigate issues and make sound decisions
• Exceptional attention to detail and ability to follow established processes while maintaining accuracy
• Ability to learn new systems, products, and workflows quickly in a rapidly changing environment
• Proven ability to manage multiple priorities while maintaining a high level of customer satisfaction
• Experience using customer support platforms such as Intercom, Zendesk, Salesforce, or similar CRM/ticketing systems
• Comfortable working independently while collaborating effectively with cross-functional teams
• High school diploma or equivalent required; bachelor's degree preferred

Preferred Qualifications

• Previous experience supporting a FinTech, financial services, or tax technology product is highly desirable
• Knowledge of U.S. individual income taxes or prior experience supporting tax software is a strong plus
• Experience working in a high-volume, seasonal support environment
• Familiarity with knowledge base management and documentation best practices
• Experience analyzing customer trends and providing feedback to improve products or processes