Tax Support Specialist II

Ali Aydi; Texas; Híbrido; USD 40.000 - 56.000; Tempo integral

Resumo da vaga

SupportNinja seeks a Customer Service Representative II to handle tax-related inquiries via phone, email, and chat for a US tax-filing platform. You will provide product information, resolve issues, and document interactions in the CRM with a strong emphasis on accuracy and customer satisfaction.

The role requires calm, empathetic communication and the ability to escalate complex questions to tax professionals when needed, while maintaining high service standards and teamwork.

Qualificações

• 2+ years of customer-facing support experience, including phone assistance.
• Ability to explain complicated information in simple terms.
• Experience handling stressful customer situations with professionalism.
• Prior experience in tax preparation, tax software, fintech, banking, or regulated finance.
• Availability during tax season, including some evenings and weekends.
• Warm, calm, patient, conversational and confident communication.

Responsabilidades

• Responds promptly and professionally to customer inquiries via 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.
• Follow up with customers to ensure issues are resolved to their satisfaction.
• Document customer interactions in the CRM accurately.
• Escalate cases to higher-level support or management when needed.
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues.
• Meet or exceed performance targets for related KPIs.
• Collaborate with other departments to resolve customer issues.

Conhecimentos

Customer service

Communication

Problem solving

Stress management

Tax knowledge

Ferramentas

CRM systems

Tax software

Descrição da vaga

SupportNinja seeks a Customer Service Representative II to handle tax-related inquiries via phone, email, and chat for a US tax-filing platform. You will provide product information, resolve issues, and document interactions in the CRM with a strong emphasis on accuracy and customer satisfaction.

The role requires calm, empathetic communication and the ability to escalate complex questions to tax professionals when needed, while maintaining high service standards and teamwork.