Customer Support Representative

About the role

TaxGPT is looking for a proactive, curious and detail-oriented Customer Support Representative to serve accounting firms, tax professionals and finance teams. The role sits on the front line of the customer experience, answering questions, troubleshooting technical issues, resolving billing concerns and helping customers get the most value from AI-powered solutions. It works closely with Sales, Customer Success, Product and Engineering teams.

Key responsibilities

• Handle customer inquiries by live chat, email and video call using Intercom and Google Meet, and troubleshoot product issues to ensure timely resolution
• Investigate technical issues, reproduce bugs and create detailed Jira tickets for Engineering
• Support Sales and Customer Success with account management, subscription inquiries, revenue collection and client issues
• Collaborate with Product and Engineering to resolve bugs, share customer feedback and address complex technical issues
• Create and maintain customer-facing help articles in Intercom, and record Loom tutorials to improve self-service
• Prepare weekly reports on support activity, recurring issues, feedback and KPIs, and escalate trends and recommend improvements
• Leverage AI and automation to streamline ticketing and workflows, and design automated workflows that scale operations

Required profile

• 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, able to explain technical concepts clearly
• Strong problem-solving, analytical and attention to detail skills, especially with billing information and accounts
• Ability to use AI and automation to optimize processes, and a customer-first mindset
• Nice to have: Stripe or similar platform experience, subscription billing and refund handling, tax/accounting background, API basics

Required skills

• Customer support platforms such as Intercom, Customer.io and HubSpot, including automation and workflow optimization
• Jira and Slack for engineering communication and issue triage
• AI and automation tools

What we offer

• Competitive compensation based on experience and qualifications
• Professional growth in SaaS support, technical troubleshooting and support operations
• Benefits and coverage depending on the employment package
• Product training, AI tooling and learning resources
• A fast-paced, high-trust culture with direct visibility into customer experience and product improvements

Hiring process: a short application, then a 15-30 minute virtual screening, followed by a 45-minute interview with the hiring manager; a possible interview with the founder and CEO. The team aims to close the role in one week.