The Role
Provide customer support for TaxGPT by answering inquiries, troubleshooting technical and billing issues, reproducing bugs, and coordinating with Sales, Customer Success, Product, and Engineering. Create help content and Loom tutorials, prepare support reports, identify recurring issues, and improve workflows using AI and automation. The role requires strong communication, technical problem-solving, attention to detail, and familiarity with SaaS support tools, billing platforms, and issue-tracking processes.
Summary Generated by Built In
About the Role
We’re looking for a proactive, curious, and detail-oriented Customer Support Representative to help us deliver an exceptional experience to accounting firms, tax professionals, and finance teams using TaxGPT.
As a Customer Support Representative, you’ll be on the front lines of the customer experience - answering questions, troubleshooting technical issues, resolving billing concerns, and helping customers get the most value from our AI-powered solutions. Beyond direct customer interactions, you'll work closely with our Sales, Customer Success teams, Product and Engineering teams.
If you're resourceful, self-motivated, comfortable with technology, and passionate about helping customers succeed, this role is for you.
Customer Support & Technical Troubleshooting
- Handle customer inquiries through live chat, email, and video calls using Intercom and Google Meet.
- Troubleshoot product-related issues, provide guidance, and ensure timely resolutions.
- Investigate technical issues, reproduce bugs, and create detailed Jira tickets for Engineering.
- Support Sales and Customer Success teams with account management, subscription inquiries, revenue collection, and client-related issues.
- Collaborate with Product and Engineering teams to resolve bugs, address complex technical issues, and share customer feedback.
- Create and maintain customer-facing help articles in Intercom.
- Record Loom tutorials and walkthroughs to improve customer self-service and reduce recurring support requests.
- Prepare weekly reports covering support activities, recurring issues, customer feedback, and key performance metrics.
- Identify support trends, escalate recurring problems, and recommend improvements to enhance customer experience and operational efficiency.
AI & Automation
- Leverage AI and automation to streamline support ticketing, workflows, and customer interactions, improving response times and resolution efficiency
- Continuously explore and implement AI-driven solutions that improve support quality while maintaining a human-first, empathetic approach
- Design automated workflows that scale operations without compromising the customer experience
- 1–2 years of experience in Customer Support, Technical Support, Customer Success, or a similar customer-facing role, preferably in SaaS or technology.
- Excellent written and verbal English communication skills, with the ability to explain technical concepts clearly and professionally.
- Strong proficiency with customer support platforms (Intercom,Customer.io, HubSpot), including automation and workflow optimization
- Experience using Jira and Slack for effective engineering team communication and issue triage
- Strong problem-solving and analytical skills, with the ability to investigate issues, identify potential causes, and recommend appropriate solutions.
- Strong attention to detail, particularly when handling billing information, customer accounts, and technical troubleshooting.
- Demonstrated ability to leverage AI and automation to optimize processes and scale operations
- High ownership, accountability, and a customer-first mindset.
- Ability to communicate and collaborate effectively across multiple departments.
- Hands-on experience with Stripe or similar platforms.
- Experience managing subscription billing, refunds, payment disputes, or revenue-related support requests.
- Experience in tax, accounting, or financial services industries
- Background 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.
Professional Growth
Opportunities to develop expertise in SaaS customer support, technical troubleshooting, customer success, and support operations.
Benefits
Benefits and coverage based on the applicable employment package.
Ownership & Impact
Direct visibility into customer experience, product improvements, and company operations. Your work will influence customer satisfaction, retention, and operational efficiency.
Professional Development
Access to product training, AI tooling, and learning resources to strengthen your technical, communication, and problem-solving skills.
Culture
We're a high-trust, high-output team. Expect fast feedback loops, real ownership, and cross-functional collaboration.
Our Hiring Process
Click ‘Apply Now’ and fill out the application form. We’ll review and respond quickly.
Step 2: Initial Virtual Interview (~15-30 minutes)
If your application is shortlisted, you will be contacted to schedule a 15–30-minute virtual interview.
Step 3: Virtual Interview (45 min)
If you passed the initial interview round, you will be invited to an online interview with the hiring manager.
Step 4: [potential] Virtual Interview (30 min)
You may also be invited to an online interview with our founder and CEO, pending their availability.
We move fast and aim to close this job in one week.
If you're ready to make a big impact on a small team and take your career to the next level, apply today to join our team at TaxGPT. We can't wait to meet you!
Skills Required
- 1-2 years of experience in Customer Support, Technical Support, Customer Success, or a similar customer-facing role, preferably in SaaS or technology
- Excellent written and verbal English communication skills
- Strong proficiency with customer support platforms including Intercom, Customer.io, and HubSpot
- Experience with automation and workflow optimization
- Experience using Jira and Slack for engineering communication and issue triage
- Strong problem-solving and analytical skills
- Strong attention to detail when handling billing information, customer accounts, and technical troubleshooting
- Ability to leverage AI and automation to optimize processes and scale operations
- High ownership, accountability, and a customer-first mindset
- Ability to communicate and collaborate effectively across multiple departments
- Hands-on experience with Stripe or similar platforms
- Experience managing subscription billing, refunds, payment disputes, or revenue-related support requests
- Experience in tax, accounting, or financial services industries
- Background in SaaS, fintech, or startup environments
- Basic knowledge of APIs and integrations for customizing support workflows
Am I A Good Fit?
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The Company
What We Do
TaxGPT is automating tax filing with AI to save Americans two billion hours annually. Ask your tax questions at TaxGPT.com
