Customer Experience Specialist
Taxbit is a company founded in 2018 that focuses on enabling compliant adoption of digital assets through its SaaS platform. They are seeking a Customer Experience Specialist to assist enterprise clients by providing accurate information and resolving customer-reported issues related to their tax and accounting platforms.
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
Skills
- 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
- Passionate or curious about Crypto
- Eager learner
- Self starter
- 1+ years of experience in Customer Support or a related field preferred
- Familiarity with Zendesk is a plus
- Bonus: Experience with blockchain or cryptocurrency data, or a willingness to learn
Benefits
- 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
Company Overview