SaaS Customer Support Specialist – AI & Billing

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

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