Senior Tax Customer Support Lead

Instead; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Competitive compensation

Opportunities for growth

Exposure to complex tax strategies

Job summary

A leading technology company is seeking a Senior Tax Customer Support Lead in Hyderabad, India. This role involves leading customer support operations, mentoring a team, and ensuring client satisfaction using innovative tax software. The ideal candidate has over 4 years of customer support experience, including leadership roles, and strong problem-solving abilities. Competitive compensation and growth opportunities are offered.

Qualifications

• 4+ years of customer support or success experience, ideally with at least 1 year in a lead or senior capacity.
• Strong troubleshooting, communication, and problem-solving skills.
• Experience with ticketing/support platforms like Zendesk or Intercom.

Responsibilities

• Lead day-to-day support workflows and mentor a small offshore support team.
• Onboard new clients and assist with navigating the tax software.
• Manage customer inquiries across chat, email, phone, and Zoom.

Skills

Customer support experience

Leadership skills

Troubleshooting

Communication skills

Problem-solving skills

Collaboration

Proactive mindset

Tools

Zendesk

Intercom

Slack

Job description

About the role

We’re looking for a Senior Tax Customer Support Lead to help clients discover tax savings through strategic planning and implementation using our platform — and to help guide and support members of our customer support team, including a small group based in India.

This role is ideal for someone who loves hands‑on client work but is also ready to take on a leadership layer: helping set priorities, mentoring team members, and ensuring operational excellence. You’ll work closely with the Director of Client Success to ensure the team runs smoothly and clients have an exceptional experience.

What you’ll do

• Lead day‑to‑day support workflows with oversight of a small offshore support team, providing guidance, mentorship, and escalation support as needed.
• Onboard new clients, helping them navigate our innovative tax software and troubleshoot issues or elevate feature requests.
• Manage customer inquiries across chat, email, phone, Zoom, and platforms like Slack, Zendesk, and Intercom.
• Partner with Sales, Product, and Tax Strategy teams to ensure our software and client experience remain seamless and effective.
• Monitor support queue health, ticket volumes and SLAs, helping ensure the team meets service goals.
• Assist in developing and improving internal processes, documentation, and knowledge base materials.
• Act as a point of escalation for complex client issues or sensitive cases.

What you’ll need

• 4+ years of customer support or success experience, ideally with at least 1 year in a lead, senior, or mentorship capacity.
• Strong troubleshooting, communication, and problem‑solving skills.
• Comfort managing workflows and collaborating across multiple teams.
• Experience with ticketing/support platforms such as Zendesk, Intercom, or similar.
• A proactive mindset with the ability to step in, take ownership, and support others.
• Ability to work collaboratively in a fast‑paced, evolving environment.
• Work with a cutting‑edge tax technology platform that’s transforming the industry.
• Take on meaningful leadership responsibilities without stepping away from direct client impact.
• Join a collaborative, mission‑driven team with opportunities for growth.
• Competitive compensation and benefits.
• Gain exposure to complex tax strategies across industries.
• Be part of a company making history as the first in decades to receive IRS e‑file approvals across multiple return types.

Equal opportunity employer

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

We trust our team with sensitive information, so all candidates who receive and accept employment offers must complete a background check before joining us.