Customer Experience Specialist

Founded in 2018 by CPAs, tax attorneys, and software developers, Taxbit is creating an entirely new category to enable widespread compliant adoption of digital assets for the global economy. Taxbit’s Software-as-a-Service (SaaS) platform streamlines and automates customers’ tax reporting and accounting activities for digital assets.

Trusted by leading crypto, tech, and traditional enterprises, Big 4 accounting firms, and government agencies (including the IRS), Taxbit solves compliance challenges at scale amidst an ever-evolving regulatory landscape. Taxbit is backed by leading Silicon Valley VCs with teams located in New York City, San Francisco, Seattle, Salt Lake City, and Europe.

We are looking for a Customer Experience Specialist to assist our clients that utilize Tax Bit’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 Tax Bit in a professional and friendly manner. You should be comfortable working directly with Tax Bit’s enterprise clients within a reasonable time frame. You will strive to become a subject matter expert on Tax Bit’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.

• Deliver a great customer experience, with a focus on Tax Bit’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

• 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

• Passionate or curious about Crypto

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.

• 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

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.