Customer Support Representative

TaxGPT; Lahore; On-site; PKR 1,200,000 - 1,800,000; Full time

Job summary

TaxGPT is seeking a proactive Customer Support Representative to help accounting firms, tax professionals, and finance teams maximize value from our AI-powered solutions. You’ll be on the front lines, answering questions, troubleshooting issues, and guiding customers through billing and product features.

You’ll collaborate with Sales, Customer Success, Product, and Engineering, create customer-facing help articles, record Loom tutorials, and prepare weekly support reports to identify trends and

Qualifications

• 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.

Responsibilities

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

Skills

Excellent written and verbal English

Problem-solving

Analytical thinking

Ownership & accountability

Customer-focused mindset

Tools

Intercom

Customer.io

HubSpot

Jira

Slack

Job description

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

• 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.
• 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 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)

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.