At K1x, we are transforming the tax software landscape with cutting-edge technology that simplifies and streamlines complex tax processes. Our AI-powered solutions help businesses and tax professionals reduce administrative burdens, ensure compliance, and deliver an exceptional client experience.
We are committed to providing world-class, AI-driven support that helps clients resolve issues quickly and efficiently.
As a Client Support Specialist, you will be the first point of contact for customer inquiries, delivering responsive, high-quality support through messaging, ticketing, and AI-powered self-service solutions. You’ll manage multiple client conversations at once, resolve issues, and escalate more complex concerns when needed.
This role is perfect for someone who is curious, solution-oriented, and eager to challenge “why not” instead of defaulting to “cannot.” You’ll also play a critical role in optimizing our AI and automation tools to reduce ticket volume, improve response times, and empower clients to self-serve whenever possible.
Client Support & Problem Solving
- Provide fast, professional, and empathetic customer support through messaging and ticketing channels
- Manage multiple client conversations simultaneously, ensuring timely responses and effective issue resolution
- Document and escalate complex cases to Product, Engineering, or Client Success teams when necessary
- Partner with the Client Success team to deliver seamless client experiences across support and account management
AI & Self-Service Optimization
- Leverage AI tools to enhance client interactions and improve ticket resolution efficiency
- Analyze client inquiries to identify insights and recommend opportunities to optimize AI-powered chatbots, self-help resources, and automated workflows
- Expand and refine the knowledge base to address recurring questions and emerging product issues
Continuous Improvement & Collaboration
- Monitor support trends and client feedback to proactively identify areas for improvement
- Collaborate with Product and Engineering teams to surface recurring issues and advocate for product enhancements
- Contribute to internal documentation and training materials to strengthen support processes
To be successful in this role, you will:
- Resolve client inquiries efficiently, maintaining a high volume of tickets while ensuring accuracy and quality
- Respond quickly to client messages, achieving strong first-response times and delivering a seamless support experience
- Manage multiple, rapid-fire conversations, shifting seamlessly between varying levels of complexity, urgency, and client needs
- Drive timely issue resolution, minimizing delays and streamlining workflows for faster outcomes
- Maintain high customer satisfaction, consistently achieving strong CSAT scores through clear, effective communication and support
- Optimize AI and self-service solutions, proactively improving automation tools to enhance the client experience and reduce ticket volume
- Effectively manage escalations, resolving most cases at the first level while properly elevating complex concerns
- Stay composed under pressure, remaining adaptable and solution-oriented in a fast-paced environment
Requirements
- 5-7 years of experience in client support or technical customer service, ideally in a B2B SaaS
- environment
- Experience managing messaging-based customer interactions and handling multiple
- conversations at once
- Familiarity with Zendesk, HubSpot, or other service hub platforms – experience with AI-driven
- support tools is a plus
- Strong problem-solving skills and a curiosity-driven mindset – you’re always looking for better
- ways to support clients
- Ability to communicate with mid-market and enterprise clients in a professional, brand-aligned
- manner
- Comfort working in a fast-paced, evolving environment with a willingness to adapt and optimize
Why Us?
- Be part of a company pioneering AI-driven client support in tax software
- Work in a 100% remote environment with a collaborative, supportive team
- Gain exposure to cutting-edge AI, automation, and self-service technologies
- Within one year, grow into senior support or client success roles with clear career progression
- Thrive in a growing startup culture that values innovation and problem-solving
- Access competitive benefits, including unlimited PTO, holidays, healthcare, and 401K
Benefits
- Unlimited Vacation Policy + Sick Time
- Fully Remote Opportunity
- Benefits/401K
- Growing Startup Culture
- Unlimited Vacation Policy + Sick Time + Holidays
- Paid Parental Leave
- Fully Remote Opportunity
- Healthcare Benefits and 401K
- Growing Startup Culture
Top Skills
What We Do
K1X is transforming the K-1 tax process by digitizing and streamlining how alternative investment data is delivered, accessed, and managed. We provide AI-powered solutions that extract, structure, and distribute K-1 information—replacing PDFs with a seamless digital experience trusted by the nation’s leading funds, investors, and accounting firms.
Why Work With Us
K1X is redefining the K-1 tax process with AI-powered technology that turns PDFs into a seamless digital experience. We’re a fast-growing, remote-first team building the future of tax tech—where innovation, ownership, and impact are core to everything we do.
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