Deployments Lead

Taxwire; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Company-covered benefits

Meaningful equity

Paid time off

Job summary

Taxwire is seeking founding Customer Operations to own the end-to-end customer experience from signed deal to ongoing usage. You’ll run onboarding, handle real problems when they occur, and redesign processes so they don’t happen again.

This role blends hands-on customer work with building repeatable workflows, spending meaningful time with customers and translating learnings into scalable playbooks.

Qualifications

• Exceptional communication skills in writing and speaking.
• Experience onboarding, implementation, solutions, customer success, or professional services.
• Strong problem-solving judgment for navigating high-stakes scenarios.
• Ability to work with structured data, checklists, and workflows without losing details.
• Proven track record of owning real problems end to end and improving systems.

Responsibilities

• Run onboarding calls and training to guide customers from close to live.
• Own day-to-day customer experience and act as first responder to issues.
• Investigate, resolve, and coordinate across teams when needed.
• Write clear feedback and create playbooks to prevent repeat work.
• Design scalable workflows, including AI-assisted processes, with Product alignment.

Skills

Communication

Client-facing experience

Problem-solving

Structured data workflows

Ownership

Calm execution

Job description

About Taxwire

Taxwire is building the last global indirect-tax platform finance teams will ever need. We help companies understand their tax exposure, calculate and collect the right amount, automate registrations and filings, and stay compliant as they grow across jurisdictions.

Indirect tax is high-stakes, fragmented, and unforgiving. Rules change constantly, vary by product and location, and create real financial risk when companies get them wrong.

We hire people with high ownership, strong judgment, and low ego. Everyone at Taxwire is expected to understand the customer, solve messy problems end to end, and build systems that scale. We move quickly because our customers depend on us to get it right.

We’ve raised approximately $25 million, serve hundreds of SMB and mid-market companies, and continue to win customers away from legacy providers. We’re proud to have had zero churn to date.

If you want to solve a massive, permanent problem alongside experienced tax experts and product builders, Taxwire is the place to do it.

About the role

We’re hiring for founding Customer Operations.

Taxwire isn’t just software — customers rely on us to execute correctly in a high-risk compliance environment. Growth breaks when customers get confused, onboarding stalls, or issues bounce between teams. Your job is to make that not happen.

You will own the customer experience from signed deal to ongoing usage. You’ll run onboardings, handle real problems when they occur, and then redesign the process so they don’t happen again.

This role combines hands-on customer work with system building. You’ll spend a meaningful amount of time directly with customers — and the rest turning what you learn into repeatable workflows.

You will work directly with the head of product and ops.

What you’ll do

Run customer onboarding

• Guide customers from closed deal to live

• Lead onboarding calls and training

• Collect required information and documentation

• Configure systems and verify readiness

• Identify blockers and get customers unstuck

• Drive accounts to go-live

Primary metric: Time to go live

Own the day-to-day customer experience

• Be the first responder when customers need help—and make sure issues don’t repeat

• Investigate and resolve customer issues

• Coordinate across teams when needed

• Communicate clearly during high-stakes situations

• Close feedback loops after resolution

Primary metric: Customer NPS

Build scalable processes

• Improve onboarding workflows, checkpoints, and readiness criteria

• Identify recurring issues and determine whether the root cause is people, process, or product

• Write clear, structured feedback and requirements engineers can act on

• Create playbooks, documentation, and reusable templates that prevent repeat work

• Design lightweight workflows, including AI-assisted workflows, to reduce manual effort

• Partner with Product to prioritize fixes that materially improve customer experience

Primary metric: Reduction in repeat questions and manual intervention per customer

What you need

• Exceptional communication skills: you can explain complex topics clearly in writing and conversation, and customers leave interactions confident rather than confused

• Client-facing experience in onboarding, implementation, solutions, customer success, or professional services

• Strong problem-solving judgment: you can break down messy situations, understand risk, and decide what matters now versus later

• Ability to work in structured data, including spreadsheets, checklists, and workflows, without losing the details

• A track record of owning real problems end to end, resolving the immediate issue, and improving the underlying system

• Calm execution and reliable follow-through when the stakes are high

Nice to have

• Prior startup experience

Why work at Taxwire

• Accelerated learning across customers, product behavior, and operations

• Real ownership and visible impact

• High standards but kind team

• Strong product-market fit signals and happy customers

• Meaningful equity and well-funded company

Why you shouldn’t work at Taxwire

• You want narrow responsibilities

• You prefer predictable environments

• You avoid accountability for outcomes

• You dislike working directly with customers

• You want heavily structured processes to follow

Benefits

• Company-covered benefits

• Meaningful equity

• Paid time off