Remote Tax Support Specialist II

Ninja Partners LLC; United States; Remote; USD 18,000 - 26,000; Full time

Job summary

SupportNinja is seeking a Customer Service Representative II to handle inquiries for a US tax-filing platform in a remote capacity. You will manage tax-related questions, assist customers with account and product issues, and document interactions in the CRM with accuracy while maintaining a positive, empathetic attitude.

In this role you will escalate complex tax questions to higher-tier professionals when needed, and strive to meet performance targets and maintain high-quality customer service.

Qualifications

• 2+ years of customer-facing support experience, including phone.
• Ability to explain complicated information in simple language.
• Calm, patient, and confident without bluffing.
• Experience in tax preparation, tax software, fintech, banking, or another regulated financial product.
• Available during tax season, including some evenings and weekends during peak periods.
• Willingness to escalate complex tax questions when needed.
• Strong written and verbal communication.

Responsibilities

• Respond to customer inquiries via phone, email, or chat.
• Provide information about products and services.
• Resolve complex issues promptly and professionally.
• Follow up to ensure issue resolution satisfaction.
• Document interactions in the CRM accurately.
• Escalate cases to higher-level support or management as needed.
• Maintain composure in high-pressure situations and adhere to policies.
• Meet or exceed KPIs related to performance and service quality.
• Collaborate with other departments to resolve customer issues.

Skills

Phone support

Tax knowledge

Fintech experience

Tax season

Patience under pressure

Explain complex info

Job description

SupportNinja is seeking a Customer Service Representative II to handle inquiries for a US tax-filing platform in a remote capacity. You will manage tax-related questions, assist customers with account and product issues, and document interactions in the CRM with accuracy while maintaining a positive, empathetic attitude.

In this role you will escalate complex tax questions to higher-tier professionals when needed, and strive to meet performance targets and maintain high-quality customer service.