Remote Tax Experience Lead & Learning Architect

Pointer Strategy; Melbourne; Remote; AUD 100.000 - 120.000; Vollzeit

Zusammenfassung

Tax Nuggets Academy is a tax knowledge platform built for Australian SME accountants and tax practitioners. The Customer Experience Manager will own the end-to-end customer journey, from onboarding calls and webinars to advising on AI usage, acting as fractional Head of Learning.

This remote role in Australia focuses on crafting learning pathways, handling product questions, spotting upsell signals, and shaping the customer experience playbook as the team scales.

Qualifikationen

• Experience onboarding practitioners via live sessions and webinars.
• Ability to design learning plans and measure impact on teams.
• Strong knowledge of AI policy and safe usage in accounting firms.
• Deep product understanding to answer technical questions.
• Proactive in identifying upsell opportunities from onboarding signals.

Aufgaben

• Run live onboarding sessions across both products for practitioners.
• Lead learning plan consultations and quarterly reviews as fractional Head of Learning.
• Host webinars for onboarding, adoption, and best practices at scale.
• Be the product expert for technical questions escalated by customers.
• Advise on AI policy and education for firms using Ask Nugget.
• Own customer experience initiatives end to end and measure impact.
• Spot upsell signals during onboarding and flag to sales team.
• Create assets like quarterly briefs and best-practice guides for firms.
• Tackle ad hoc projects with sales to build a playbook.

Kenntnisse

Onboarding facilitation

Webinar hosting

Learning plan design

AI policy guidance

Product knowledge

Tools

Ask Nugget

Webinar software

Jobbeschreibung

Customer Experience Manager (Tax) – Tax Nuggets Academy | $100K–$120K Base | Fully Remote (Australia)

Stop billing your time in six-minute increments. Start owning the customer experience for a tax knowledge platform built by people who used to do your job.

Tax Nuggets Academy is a tax knowledge platform built for Australian SME accountants and tax practitioners. It’s the Netflix for tax training, and they've launched Ask Nugget, an AI tax research tool, built from the ground up that actually knows Australian tax law, not a chatbot that sounds confident, or an LLM wrapper that quietly makes things up.

The customer experience seat is all about being a trusted advisor to our customers. From developing their learning pathways to advising on AI policy and usage, you'll be their point of contact.

This starts with onboarding calls, webinars, and product queries so that our customers have a 5-star experience from the get-go.

Tax Nuggets is in hyper-growth mode, adding headcount across the customer-facing team as it scales. Whoever takes this on gets to help shape how the customer experience function works while the system around it is still being built.

Why this role

• $100K–$120K base

• Be part of a fast-scaling company making noise in the accounting space

• No two days are the same, and the opportunities to stretch and grow your skills are endless

• Fully remote, anywhere in Australia

What you'll actually do

• Run live onboarding sessions across both products for practitioners.

• Run learning plan consultations and quarterly learning reviews. You'll be seen as the firm's Fractional Head of Learning, helping them shape best practices to develop their teams using Tax Nuggets as the foundation.

• Host one-to-many webinars for onboarding, adoption, and best practices, so good experiences scale beyond one firm at a time.

• Be the product expert. Handle the technical questions that get escalated because no one else can answer them.

• Be our AI best-practice voice for accounting firms — implementation, AI policy, AI education — helping firms use Ask Nugget and AI generally without getting themselves into trouble.

• Own customer experience initiatives end to end: design them, execute them, measure whether they moved anything.

• Spot upsell and expansion signals during onboarding and flag them to the sales team. Closing isn't your job; identifying is.

• Build sales and marketing assets from what you learn: a quarterly topic brief, best-practice material, and the learning best-practice guide for accounting firms we're working with right now.

• Pick up ad hoc projects as they come up, and work with the sales leaders to build a world-class customer experience playbook.

Who this suits

Someone who understands accounting (tax, in particular) and also has excellent client management skills and a growth mindset.

• 3–5 years working inside an accounting or tax practice — ideally boutique or SME-focused — and enough technical grounding to be seen as a trusted adviser.

• Comfortable with ambiguity and making a call, rather than waiting for a framework that doesn't exist yet or being spoonfed the answer.

• Already thinking about, or have made, the move out of practising accounting into something more product-led.

• Pick up new software fast without needing much hand-holding

• Never satisfied with the status quo. The company's own shorthand for this is "be a badass"

Some SaaS or customer success experience helps, but it's not essential. Technical credibility with real practitioners matters more.

Why this is different

Most customer roles at this stage are support roles with a better title. This one carries real technical scope: you're the person who can actually answer a practitioner's tax question, not just walk them through a UI.

It's also genuinely early. The wider customer-facing team is scaling fast around you. Come in now, and you're helping shape the function; making an impact, not slotting into someone else's finished system.

Apply now or reach out to Ilana Goldman to get the full story on what's actually happening at Tax Nuggets right now.

This role is to be filled by Pointer, it is not for Pointer. The successful candidate will also receive 12 months of ongoing training and support, including advanced training programs and access to communities for professional growth - All of which is provided by Pointer in addition to internal programs.