Customer Experience Specialist

We are looking for a Customer Experience Specialist to assist our clients that utilize TaxBit’s various SaaS offerings to ensure that we provide them with the most accurate and correct information in a timely manner!

Customer Experience Specialists are expected to represent TaxBit in a professional and friendly manner. You should be comfortable working directly with TaxBit’s enterprise clients within a reasonable time frame. You will strive to become a subject matter expert on TaxBit’s product and have a passion for learning about crypto, tax and accounting. Our team requires the highest level of teamwork and trust to achieve our organizational goals.

Role and Responsibilities

• Deliver a great customer experience, with a focus on TaxBit’s Enterprise SaaS offerings
• Act as the initial point of communication for our Enterprise customers via our ticketing system. Familiarity with Zendesk is a plus.
• Actively update, maintain and monitor customer queries in a timely and accurate way
• Investigate and resolve customer-reported issues on our Crypto Tax and Accounting platforms, identifying causes and providing workarounds or collaborating with Engineering when necessary
• Identifying customer needs and helping customers use specific features
• Collaborate with Product, Engineering, and SMEs to resolve complex customer issues and leverage internal tools such as Linear to track and manage tickets
• Participate in a rotational 24/7 on-call incident response to address customer-impacting issues
• Identify gaps or opportunities in existing processes and independently develop solutions to improve team efficiency and customer outcomes
• Create and maintain internal and customer-facing documentation to enable scalable knowledge sharing

Professional Qualifications

• 1+ years of experience in Customer Support or a related field preferred
• Proficient written communication and writing skills
• Excellent cross-team collaboration skills
• Ability to troubleshoot customer-reported issues and identify underlying causes to support effective resolution
• Ability to learn quickly and pivot to different types of projects
• Comfortable with multitasking and managing multiple priorities simultaneously
• Comfortable using Excel to organize, analyze, and interpret data
• Bonus: Experience with blockchain or cryptocurrency data, or a willingness to learn

Personal Characteristics

• Passionate or curious about Crypto
• Eager learner
• Self starter

Compensation

The base salary range for this role is $38,272 - $50,232. Certain roles may be eligible for incentive compensation, equity, and benefits. Actual compensation will vary depending on various job-related factors, including, but not limited to location, experience, level, and job qualifications.

Benefits & Perks

• Competitive cash compensation (based on experience)
• Equity (RSUs)
• Competitive benefits package
• A modern 401(k) plan that includes access to crypto, financial wellness benefits, low fees and more
• Hybrid working model: 3 days in-office, 2 days WFH/flexible
• Monday team lunches, snacks and drinks
• Discretionary Time Off - enjoy the flexibility to rest, refuel, and recharge
• Paid parental leave to bond with your child
• Fertility Benefit
• Autonomous work and flexibility in how work is performed