Seasonal Tax Customer Support

Job Summary

Providing essential support during tax season, the fully remote Seasonal Tax Customer Support Representative will assist U.S. taxpayers via live chat and email, ensuring they navigate the app effectively while adhering to customer service metrics.

Key responsibilities

• Answer customer inquiries promptly and accurately through email and live chat, offering product support without giving tax advice
• Participate in team meetings and contribute feedback for process improvements
• Be available to work evenings and weekends during the tax season as scheduled

Required qualifications

• 3 years of experience in a customer-facing role, with proficiency in live chat and ticketing platforms
• Strong understanding of customer service metrics, including CSAT and First-Time Response SLAs
• Prior experience in a tax-related environment or a solid understanding of federal and state tax regulations
• Ability to handle Personally Identifiable Information (PII) and maintain confidentiality
• Exceptional written communication skills for guiding customers through complex issues