Customer Support Representative

About the Role
We’re looking for a proactive, curious, and detail-oriented Customer Support Representative to help us deliver an exceptional experience to accounting firms, tax professionals, and finance teams using TaxGPT. As a Customer Support Representative, you’ll be on the front lines of the customer experience - answering questions, troubleshooting technical issues, resolving billing concerns, and helping customers get the most value from our AI-powered solutions. Beyond direct customer interactions, you'll work closely with our Sales, Customer Success teams, Product and Engineering teams. If you're resourceful, self-motivated, comfortable with technology, and passionate about helping customers succeed, this role is for you.

What You’ll Do

Customer Support & Technical Troubleshooting

- Handle customer inquiries through live chat, email, and video calls using Intercom and Google Meet.
- Troubleshoot product-related issues, provide guidance, and ensure timely resolutions.
- Investigate technical issues, reproduce bugs, and create detailed Jira tickets for Engineering.

Internal Support & Cross-Functional Collaboration

- Support Sales and Customer Success teams with account management, subscription inquiries, revenue collection, and client-related issues.
- Collaborate with Product and Engineering teams to resolve bugs, address complex technical issues, and share customer feedback.

Knowledge Base & Customer Education

- Create and maintain customer-facing help articles in Intercom.
- Record Loom tutorials and walkthroughs to improve customer self-service and reduce recurring support requests.

Reporting & Continuous Improvement

- Prepare weekly reports covering support activities, recurring issues, customer feedback, and key performance metrics.
- Identify support trends, escalate recurring problems, and recommend improvements to enhance customer experience and operational efficiency.
AI & Automation
- Leverage AI and automation to streamline support ticketing, workflows, and customer interactions, improving response times and resolution efficiency
- Continuously explore and implement AI-driven solutions that improve support quality while maintaining a human-first, empathetic approach
- Design automated workflows that scale operations without compromising the customer experience

What You’ll Bring

- 1–2 years of experience in Customer Support, Technical Support, Customer Success, or a similar customer-facing role, preferably in SaaS or technology.
- Excellent written and verbal English communication skills, with the ability to explain technical concepts clearly and professionally.
- Strong proficiency with customer support platforms (Intercom,Customer.io, HubSpot), including automation and workflow optimization
- Experience using Jira and Slack for effective engineering team communication and issue triage
- Strong problem-solving and analytical skills, with the ability to investigate issues, identify potential causes, and recommend appropriate solutions.
- Strong attention to detail, particularly when handling billing information, customer accounts, and technical troubleshooting.
- Demonstrated ability to leverage AI and automation to optimize processes and scale operations
- High ownership, accountability, and a customer-first mindset.
- Ability to communicate and collaborate effectively across multiple departments.

Nice-to-Haves

- Hands-on experience with Stripe or similar platforms.
- Experience managing subscription billing, refunds, payment disputes, or revenue-related support requests.
- Experience in tax, accounting, or financial services industries
- Background in SaaS, fintech, or startup environments
- Basic knowledge of APIs and integrations for customizing support workflows

What We Offer
### Compensation
Competitive compensation based on experience and qualifications.
### Professional Growth
Opportunities to develop expertise in SaaS customer support, technical troubleshooting, customer success, and support operations.
### Benefits
Benefits and coverage based on the applicable employment package.
### Ownership & Impact
Direct visibility into customer experience, product improvements, and company operations. Your work will influence customer satisfaction, retention, and operational efficiency.
### Professional Development
Access to product training, AI tooling, and learning resources to strengthen your technical, communication, and problem-solving skills.
### Culture
We're a high-trust, high-output team. Expect fast feedback loops, real ownership, and cross-functional collaboration.

Our Hiring Process

### Step 1: Application (10 minutes)
Click ‘Apply Now’ and fill out the application form. We’ll review and respond quickly.
### Step 2: Initial Virtual Interview (~15-30 minutes)
If your application is shortlisted, you will be contacted to schedule a 15–30-minute virtual interview. Step 3: Virtual Interview (45 min) If you passed the initial interview round, you will be invited to an online interview with the hiring manager.
### Step 4: [potential] Virtual Interview (30 min)
You may also be invited to an online interview with our founder and CEO, pending their availability.

## Timeline
We move fast and aim to close this job in one week. If you're ready to make a big impact on a small team and take your career to the next level, apply today to join our team at TaxGPT. We can't wait to meet you!

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