Credentialed Tax Expert

Vaco; Mountain View (CA); On-site; USD 70,000 - 100,000; Full time

Job summary

Vaco seeks a Tax Expert to assist customers with tax preparation, filing, and related questions across phone, video, and chat channels. You will guide customers through forms, deductions, credits, and filing requirements while delivering friendly, accurate support during peak tax season.

You will review returns for accuracy, explain outcomes, and maintain records in our systems. A credentialed background (PTIN, EA/CPA/Attorney) and at least two years of paid tax prep experience are required.

Qualifications

• Minimum 2+ years of paid Tax Preparation experience.
• Active PTIN required.
• Minimum 30+ federal and state individual 1040 tax returns prepared.
• Must possess an active, unrestricted credential: EA, CPA, or Practicing Attorney with strong tax preparation experience.
• Knowledge of federal individual income tax returns.
• Strong customer service and communication skills.
• Ability to work in a fast-paced, high-volume environment.
• Must be available to work during peak (April 10-15).

Responsibilities

• Provide Customer Tax Support: Assist customers with tax preparation and filing by delivering accurate guidance through phone, video, and chat while explaining tax forms, deductions, credits, and filing requirements.
• Maintain Quality and Productivity: Meet established quality benchmarks for tNPS and SQS scores, productivity, utilization, and customer satisfaction goals.
• Review Tax Returns: Review customer tax returns for accuracy, identify potential errors or tax-saving opportunities, and ensure compliance with applicable federal and state tax regulations.
• Deliver Product Expertise: Serve as a subject matter expert on TurboTax products by guiding customers through product features, resolving technical issues, and supporting the tax filing process.
• Educate and Support Customers: Explain tax concepts, filing outcomes, and recommendations in a clear, easy-to-understand manner while providing professional, empathetic service that builds customer confidence and trust.
• Document Customer Interactions: Accurately document customer interactions, resolutions, and case details while maintaining complete and up-to-date records within required systems.
• Ensure Compliance and Professional Readiness: Protect customer confidentiality by adhering to all security, privacy, regulatory, and company policies, while completing all required tax law, compliance, product, and proctored training.
• Support Peak Season Operations: Maintain schedule adherence, attendance expectations, and operational flexibility to meet business needs during peak tax season.

Skills

Tax knowledge

Customer service

Communication

Problem solving

Education

Active PTIN

EA/CPA/Attorney credential

Tools

TurboTax

Job description

Position Summary

The Tax Expert is responsible for assisting customers with tax preparation, tax filing, and tax-related questions through phone, video, and messaging channels. This role serves as a trusted advisor, helping customers confidently complete their tax returns while delivering exceptional customer experiences. Tax Experts leverage tax knowledge, product expertise, and problem-solving skills to ensure accurate tax outcomes and customer satisfaction.

Key Responsibilities

• Provide Customer Tax Support: Assist customers with tax preparation and filing by delivering accurate guidance through phone, video, and chat while explaining tax forms, deductions, credits, and filing requirements.


• Maintain Quality and Productivity: Meet established quality benchmarks for tNPS and SQS scores, productivity, utilization, and customer satisfaction goals.


• Review Tax Returns: Review customer tax returns for accuracy, identify potential errors or tax-saving opportunities, and ensure compliance with applicable federal and state tax regulations.


• Deliver Product Expertise: Serve as a subject matter expert on TurboTax products by guiding customers through product features, resolving technical issues, and supporting the tax filing process.


• Educate and Support Customers: Explain tax concepts, filing outcomes, and recommendations in a clear, easy-to-understand manner while providing professional, empathetic service that builds customer confidence and trust.


• Document Customer Interactions: Accurately document customer interactions, resolutions, and case details while maintaining complete and up-to-date records within required systems.


• Ensure Compliance and Professional Readiness: Protect customer confidentiality by adhering to all security, privacy, regulatory, and company policies, while completing all required tax law, compliance, product, and proctored training.


• Support Peak Season Operations: Maintain schedule adherence, attendance expectations, and operational flexibility to meet business needs during peak tax season.

Qualifications

Required

• Minimum 2+ years of paid Tax Preparation experience


• Active PTIN


• Minimum 30+ federal and state individual 1040 tax returns prepared


• Must possess an active, unrestricted credential: EA, CPA, or Practicing Attorney with strong tax preparation experience and extensive knowledge of tax laws


• Knowledge of federal individual income tax returns.


• Strong customer service and communication skills.


• Ability to work in a fast-paced, high-volume environment.


• Comfortable using multiple technology platforms simultaneously.


• Must be available to work during peak (April 10-15)

Preferred

• Experience preparing complex individual tax returns.


• Previous experience in a contact center or virtual support environment.


• Experience using TurboTax or similar tax preparation software.

EEO Notice

Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations.

Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.

Representation Notice

For residents of Ontario, Canada: Based on Highspring's discussions with its Client, Highspring's understanding is that this position for employment is a current vacancy (either through Highspring as a contractor or with the client directly).

Privacy Notice

Vaco by Highspring and its parents, affiliates, and subsidiaries (\"we,\" \"our,\" or \"Vaco by Highspring\") respects your privacy and are committed to providing transparent notice of our policies.

• California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.


• Virginia residents may access our state specific policies here.


• Residents of all other states may access our policies here.


• Canadian residents may access our policies in English here and in French here.


• Residents of countries governed by GDPR may access our policies here.

Additionally, submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. More details about Vaco by Highspring's use of AI can be found here https://www.highspring.com/ai-use-notices/. Further assessment of candidates beyond this initial phase will be conducted by recruiters and hiring managers. Vaco by Highspring does not know and cannot opine on if its client's use of AI products in hiring.

Pay Transparency Notice

Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:

• the individual's skill sets, experience and training;


• licensure and certification requirements;


• office location and other geographic considerations;


• other business and organizational needs.

With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.