Customer Service Representative II (Seasonal)

SupportNinja; United States; Remote; USD 35,000 - 55,000; Full time

Job summary

SupportNinja seeks a Customer Service Representative II (Seasonal) to handle customer inquiries via phone and chat for a US tax-filing platform. You will provide product and tax information, resolve issues, and document interactions in the CRM while maintaining professionalism in a high-stress environment.

The role requires 2+ years of customer-facing experience, ability to explain complex tax information simply, and availability during tax season including some evenings and weekends.

Qualifications

• 2+ years of customer-facing support experience
• Ability to explain complicated information in simple, conversational language
• Ability to recognize when to escalate rather than provide an answer
• Experience handling stressful customer situations with patience and professionalism
• Prior experience in tax preparation, tax software, fintech, banking, insurance, or another regulated financial product
• Availability during tax season, including some evenings and weekends during peak periods
• Warm, calm, patient, conversational, nonjudgmental, thoughtful, and confident without bluffing.

Responsibilities

• Responds promptly and professionally to customer inquiries via a maximum of two channels (phone, email, or chat)
• Provides in-depth information about products and services to customers
• Resolves complex customer issues in a timely and efficient manner
• Follows up with customers to ensure issues are resolved to their satisfaction
• Documents customer interactions accurately in the CRM
• Escalates cases to higher-level support or management as needed
• Handles high-pressure situations with professionalism and composure
• Adheres to company policies and procedures
• Meets or exceeds related KPI targets
• Participates in training to improve knowledge of products, services, and processes
• Collaborates with other departments to resolve issues
• Maintains a positive, empathetic attitude toward customers and colleagues
• Provides customer support via phone and chat for a US tax-filing platform
• Assists customers with tax filing questions, refunds, documents, IRS statuses, and related inquiries
• Explains tax and financial information to help customers understand required documents
• Handles interactions with patience and nonjudgmental manners
• Escalates more complex tax questions to higher-tier professionals as needed
• Supports a US tax-filing platform in account, payment, and product issues

Skills

2+ yrs exp

Explain complex info

Escalation when needed

Patience under pressure

Tax/fintech knowledge

Job description

Customer Service Representative II (Seasonal)

Seasonal Texas, US 1 Attachments

5 days ago Requisition ID: 4266

Work Setup: Remote/WAH

Equipment: (BYOD) Bring-Your-Own-Device

The Customer Service Representative II is responsible for handling incoming customer inquiries via phone, email, or chat and resolving customer issues in a timely and professional manner.

What does a day in the life of a Customer Service Representativelook like?

Responds promptly and professionally to customer inquiries via a maximum of two communication channels such as, phone, email, or chat

Provides in-depth information about products and services to customers

Resolves complex customer issues in a timely and efficient manner

Follow up with customers to ensure that their issues have been resolved to their satisfaction

Properly and accurately document customer interactions in the organization’s CRM

Handle cases that require escalation to higher-level support or management and ensure they are resolved efficiently

Effectively manage high-pressure situations, maintaining professionalism and composure while resolving issues

Adhere to company policies and procedures

Meet or exceed performance targets for related KPIs

Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules

Collaborate with other departments as needed to resolve customer issues

Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times

Perform other duties as assigned

Provide customer support via phone and chat for a US tax-filing platform.

Handle tax filing and product-related inquiries, including refund status, filing requirements, tax documents, IRS statuses, W-2s, dependents, and other high-level tax questions.

Assist customers with account, payment, and basic product/app issues, including troubleshooting when documents or features are not working.

Explain tax and financial information and help customers understand what information/documents they need to complete their return.

Handle customer interactions with patience, professionalism, and a nonjudgmental approach, particularly given the stressful nature of tax-related inquiries.

Escalate more complex tax questions to a potential higher-tier tax professional, subject to final model/scoping confirmation.

What are the required qualifications of a Customer Service Representative?

• 2+ years of customer-facing support experience Experience supporting customers over the phone
• Ability to explain complicated information in simple, conversational language
• Ability to recognize when to escalation rather than provide an answer; client identified knowing when not to answer as a core competency
• Experience handling stressful customer situations with patience and professionalism
• Prior experience in tax preparation, tax software, fintech, banking, insurance, or another regulated financial product
• Availability during tax season, including some evenings and weekends during peak periods
• Warm, calm, patient, conversational, nonjudgmental, thoughtful, and confident without bluffing.

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

Attachments (1)

WFH Workstation Requirements-revised 6.25.2025.pdf