Taxbit - Customer Experience Specialist
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Requirements
• 3+ 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 • Proficiency in data formats and technologies such as CSV, XML, JSON, HTML, APIs, and other relevant programming or markup languages preferred • 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 • Taxbit in the News • Taxbit in the News • Corp PressForbes America's Best Startup Employers Deloitte Top 10 Fast 500 Award Forbes FinTech 50Recent Product Announcements Taxbit Announces AI Enabled Rules Engine for Crypto AccountingTaxbit Launches DAC7 Compliance Solution for Digital Marketplaces Taxbit Introduces The First Enterprise-Grade Legal Entity Support Solution for Digital AssetsTaxbit Launches Innovative CESOP Reporting Solution for Digital AssetsTB Thought-Leadership Pieces Fortune - Future of Finance NASDAQ - How Regulation and Technology Are Bridging the Gap Between Tradfi and Crypto Future of Finance Roundtable Event (Video) Coindesk - The Tax Implications of Sam Bankman-Fried’s Conviction Fox Business - AI tools streamlining accounting workflows and opening capacity for innovation Bloomberg Tax - Is Anyone Paying State Taxes on Bitcoin and NFTs? (Podcast) Alliance/ Partner Announcements IRS Taps TaxBit to Audit Bulk Crypto Transactions • Corp Press • Recent Product Announcements • TB Thought-Leadership Pieces • Alliance/ Partner Announcements • Disclaimers • By submitting an application for this role, you certify that the information contained in the application is correct to the best of your knowledge. You understand that to falsify information is grounds for refusing to hire you, or for discharge should you be hired. • Employment with the Company is at will unless otherwise stated in a written agreement signed by the CEO of the Company. This means that either the Company or the employee can terminate the employment at any time and for any reason, with or without notice.
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 Hubspot 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 and Retool 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
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