Seasonal Tax Support Specialist (Remote)

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

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.