Client Success Representative I - Queue Team

Hood CPAs; United States; Hybrid; USD 25,000 - 28,000; Full time

Benefits offered by this job

Bonus Opportunity

Stock Options

Generous time off allowance (Holiday,

Job summary

Hood CPAs is seeking a Client Success Representative I to support the queue team across remote and hybrid environments. The role focuses on timely client communications, onboarding, and CRM maintenance while handling requests and escalations to ensure smooth service delivery.

You will engage with clients, manage documentation, and help optimize processes to improve overall client experience in a fast-paced setting.

Qualifications

• High school diploma or equivalent required; an associates degree or coursework preferred.
• 1 year experience in customer service or administrative support required.
• Data entry or call center experience preferred; ability to learn new systems.
• Experience in professional or financial services environments is a plus.
• Proficiency with Microsoft Office and client management systems preferred.

Responsibilities

• Respond to routine client inquiries and provide timely updates and support.
• Manage client requests, ticket queues, and escalated issues as needed.
• Collect, review, and track client documentation for completeness.
• Assist with client onboarding, portal access, and technology questions.
• Maintain accurate client records and update CRM systems.
• Monitor assigned client statuses and follow up on outstanding items.
• Coordinate meetings and process administrative requests.
• Contribute to process improvements in client service and operations.

Skills

Customer service

Administrative support

Data entry

Microsoft Office

CRM systems

Education

High school diploma

Associates degree

Tools

Microsoft Office

CRM software

Ticketing systems

Job description

Title: Client Success Representative I - Queue Team

Reports to: Client Experience Manager

Location: Any Hood Office (Remote/Hybrid Eligible) Internal candidates will maintain their current work arrangement

Budget: $18/hr - $20/hr DOE

About the Role

At PaulHood, we are transforming the mid-market CPA industry with an entirely new model. Our year-round membership model provides clients with expert tax and financial guidance, helping them feel more secure and realize their long-term financial goals. Founded 30 years ago by Paul Hood, our company has grown rapidly and now serves over 15,000 customers nationwide. To support our continued growth, we have completely modernized our business with technology and processes more akin to a SaaS company than a CPA firm.

What You Will Bring, Do, and Own

• Respond to routine client inquiries and provide timely updates and support.
• Manage client requests, ticket queues, and escalated complex issues as needed.
• Collect, review, and track client documentation to ensure completeness.
• Support client onboarding, portal access, and technology-related questions.
• Maintain accurate client records and update CRM systems.
• Monitor assigned client statuses and follow up on outstanding items.
• Assist with tax season campaigns, payment follow-up, and operational initiatives.
• Coordinate meetings and process administrative requests.
• Contribute to process improvement that enhances client service and operational efficacy.

Experience and Education You Will Need

• High school diploma or equivalent required. An associates degree or coursework in business, communications, or a related field preferred.
• One year experience in customer service, administrative support, front desk, or a related role required.
• Data entry or call center experience is strongly preferred.
• Basic proficiency with Microsoft Office and the ability to learn new technology systems is required.
• Experience in a professional services, financial services, accounting, legal, healthcare or tax environment is preferred.
• Experience using CSM, ticketing, or client management systems is preferred.

Who You Are

• You love delivering outstanding customer service and value developing long-lasting relationships with clients.
• You have strong verbal and written communication skills.
• You are able to manage multiple priorities in a fast-paced environment.
• You’re comfortable working with virtual systems, portals, and digital tools, with a knack for quickly learning new technologies.
• You take pride in keeping things in order, ensuring documents, projects, and tasks are accurate and complete.
• You can interact professionally with clients and team members in writing and over the phone, ensuring clarity and understanding.
• You are a self-starter and excel at managing and completing tasks in a structured environment, keeping productivity high while maintaining quality.
• You work collaboratively, supporting your colleagues and contributing to the team’s overall success.
• You are tech-savvy and know Microsoft Office suite and the ability to quickly learn new software and technology.
• You show up for work on time with a positive attitude and know how to keep information confidential.

What’s In It For You

You will join a forward-thinking team that is reshaping the future of the tax and accounting industry. With a strong commitment to diversity and inclusion, our gender-balanced leadership group reflects our belief in the power of varied perspectives to drive innovation. You’ll align with an organization that helps its clients optimize their financial health, enabling them to keep more, save more, and protect more of their money so they can use it for the things they care about most.

In addition to the inherent satisfaction of aligning with a business that is changing the lives of thousands of people, you will receive stock options to align your rewards with the success of the company. Importantly, you’ll be part of a team that prioritizes trust, collaboration and having fun. We work hard and value rest.

Benefits

In addition, our benefits package includes:

• + Bonus Opportunity
• + Stock Options
• + Generous time off allowance (Holiday, Vacation, & Sick time), above industry standard
• + Paid parental leave
• + Comprehensive Employee Benefits Package
• + 401k Program with Company Matching
• + Paid Volunteer Days
• + Educational/Personal Growth Reimbursement

EEO and Diversity Statement

PaulHood is an equal opportunity employer. We recruit, employ, compensate, develop, and promote without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, pregnancy, marital status, gender identity or expression, status as a veteran, or any other legally protected characteristic or activity in accordance with applicable federal, state, and local laws. If you need reasonable accommodation in the application or interview process, please tell us.

At PaulHood, we champion a vibrant workplace culture that thrives on diversity, and we do not tolerate discrimination or harassment. We are one team from many backgrounds, innovating through diversity of individuals, who are driven by a passion for creating an inclusive space for all. Believing a culture of equality creates a stronger work environment for all employees and that we are all accountable for encouraging and celebrating diverse voices, PaulHood will continue to champion a workplace culture that prizes diversity and inclusivity.