Tax Support Specialist

Responsibilities

• Develop deep understanding of tax platform, customer workflows, and product capabilities.
• Build relationships with Customer Success, Sales, Product, Engineering, and Tax teams.
• Learn customers' tax compliance needs, common challenges, and implementation workflows.
• Serve as trusted internal resource for tax-related customer questions and escalations.
• Review existing customer processes and identify opportunities to improve customer experience.
• Partner with Customer Success Lead to support customer implementations, onboarding, and ongoing success.
• Serve as tax SME for customer conversations on compliance requirements, filing processes, and tax workflows.
• Help customers understand how the platform supports their tax obligations and business needs.
• Troubleshoot complex customer issues by collaborating with internal Tax, Product, Engineering, and Operations teams.
• Translate customer feedback and pain points into product improvement opportunities.
• Support customer escalations and drive issues to resolution.
• Create customer-facing documentation, enablement materials, and best practices.
• Identify patterns across customer needs and partner with internal teams to improve processes and product capabilities.
• Support strategic customer initiatives, including new country launches, regulatory changes, and new product offerings.

Requirements

• 4+ years of experience in tax operations, tax compliance, indirect tax, accounting operations, or related field.
• Strong understanding of indirect tax compliance processes and operational workflows.
• Experience working with customers, stakeholders, or cross-functional teams.
• Ability to explain complex tax concepts clearly to both technical and non-technical audiences.
• Strong analytical and problem-solving skills with excellent attention to detail.
• Ability to manage multiple priorities and customer needs in a fast-paced environment.
• Strong written and verbal communication skills.
• Comfortable partnering with Product and Engineering teams to resolve issues and improve processes.

Nice-to-Haves

• Experience working at a tax technology, SaaS, fintech, ERP, or financial software company.
• Experience supporting enterprise customers or complex implementations.
• Experience with tax automation platforms such as Avalara, Vertex, Sovos, or similar solutions.
• Familiarity with APIs, integrations, or technical implementations.
• Experience creating customer-facing documentation or enablement materials.
• Experience working with Customer Success or Professional Services teams.
• CPA, MST, CMI, or other relevant tax/accounting certification.