Remote Tax Support Specialist II

Ninja Partners LLC; United States; Remote; USD 19,000 - 25,000; Full time

Job summary

SupportNinja is seeking a Customer Service Representative II to handle incoming inquiries for a US tax-filing platform. This remote role supports customers nationwide via phone, email, and chat, resolving issues with empathy and professionalism.

You will explain tax and product information, guide customers through necessary documents, and escalate complex tax questions to higher-tier specialists as needed. Availability during tax season is required.

Qualifications

• 2+ years of customer-facing support experience.
• Ability to explain complicated information in simple language.
• Ability to recognize when to escalate rather than 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 to customer inquiries via phone, email, or chat across up to two channels.
• 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 issues are resolved to their satisfaction.
• Document interactions in the CRM accurately.
• Escalate more complex tax questions to higher-tier professionals as needed.
• Maintain professionalism during high-pressure situations and adhere to policies.
• Meet or exceed KPIs related to performance targets.
• Collaborate with other departments to resolve issues.
• Provide support for US tax-filing platform including refunds, W-2s, dependents, and tax documents.

Skills

Customer-facing support

Clear communication

Explain complex information

Escalation when appropriate

Calm under pressure

Tax/fintech knowledge

Tools

CRM software

Job description

SupportNinja is seeking a Customer Service Representative II to handle incoming inquiries for a US tax-filing platform. This remote role supports customers nationwide via phone, email, and chat, resolving issues with empathy and professionalism.

You will explain tax and product information, guide customers through necessary documents, and escalate complex tax questions to higher-tier specialists as needed. Availability during tax season is required.