Customer Support Representative

We are seeking a proactive, curious, and detail-oriented Customer Support Representative to join our team at TaxGPT. In this role, you will be the primary point of contact for accounting firms, tax professionals, and finance teams using our AI-powered solutions. Your responsibilities will include answering customer inquiries, troubleshooting technical issues, resolving billing concerns, and ensuring customers maximize the value of our products. You will collaborate closely with Sales, Customer Success, Product, and Engineering teams to enhance the overall customer experience. If you are resourceful, self-motivated, comfortable with technology, and passionate about customer success, this opportunity is ideal for you.

Key Responsibilities

- Provide timely and effective customer support through live chat, email, and video calls using platforms such as Intercom and Google Meet.
- Troubleshoot product-related issues, guide customers, and ensure prompt resolution of technical problems.
- Investigate technical issues, reproduce bugs, and document detailed Jira tickets for the Engineering team.
- Support Sales and Customer Success teams with account management, subscription inquiries, revenue collection, and client-related concerns.
- Collaborate with Product and Engineering teams to resolve bugs, address complex technical challenges, and relay customer feedback.
- Create and maintain customer-facing help articles within Intercom to enhance self-service options.
- Produce Loom tutorials and walkthroughs to reduce recurring support requests and improve customer education.
- Prepare weekly reports summarizing support activities, recurring issues, customer feedback, and key performance indicators.
- Identify support trends, escalate recurring problems, and recommend process improvements to boost customer satisfaction and operational efficiency.
- Utilize AI and automation tools to streamline support ticketing, workflows, and customer interactions, improving response times and resolution quality.
- Continuously explore and implement AI-driven solutions that maintain a human-first, empathetic approach while scaling support operations.

Required Qualifications

- 1–2 years of experience in Customer Support, Technical Support, Customer Success, or a similar customer-facing role, preferably within SaaS or technology sectors.
- Excellent written and verbal communication skills in English, with the ability to explain technical concepts clearly and professionally.
- Proficiency with customer support platforms such as Intercom, Customer.io, and HubSpot, including experience with automation and workflow optimization.
- Experience using Jira and Slack for effective communication with engineering teams and issue management.
- Strong problem-solving and analytical abilities, capable of investigating issues, identifying root causes, and recommending solutions.
- High attention to detail, especially when managing billing information, customer accounts, and technical troubleshooting.
- Demonstrated ability to leverage AI and automation to optimize processes and scale operations.
- A strong sense of ownership, accountability, and a customer-first mindset.
- Effective communication and collaboration skills across multiple departments.

Preferred Qualifications and Benefits

- Hands-on experience with Stripe or similar payment platforms.
- Familiarity with managing subscription billing, refunds, payment disputes, or revenue-related support inquiries.
- Background in tax, accounting, or financial services industries.
- Experience working in SaaS, fintech, or startup environments.
- Basic knowledge of APIs and integrations for customizing support workflows.

What We Offer

- Competitive compensation based on experience and qualifications.
- Opportunities for professional growth in SaaS customer support, technical troubleshooting, customer success, and support operations.
- Benefits and coverage aligned with the applicable employment package.
- Direct impact on customer experience, product improvements, and company operations, influencing customer satisfaction and retention.
- Access to product training, AI tools, and learning resources to enhance your technical, communication, and problem-solving skills.
- A high-trust, high-output culture characterized by fast feedback loops, real ownership, and cross-functional collaboration.

Hiring Process

- Step 1: Submit your application through our online form for a quick review.
- Step 2: If shortlisted, participate in a 15–30 minute initial virtual interview.
- Step 3: Successful candidates will be invited to a 45-minute interview with the hiring manager.
- Step 4: A potential additional 30-minute interview with the founder and CEO may be scheduled based on availability.

We move quickly and aim to fill this position within one week. If you are ready to make a significant impact on a small, dynamic team and advance your career, apply today to join TaxGPT. We look forward to meeting you!