Taxcloud

Compensation

Full Description

Sr Customer Support Specialist Remote (U.S. Based) | Full-Time | $65,000–$85,000/year + Benefits Join TaxCloud and help simplify sales tax for online businesses. We're a fast-growing, product-led SaaS company making sales tax compliance effortless for merchants across the U.S. Our platform automates calculation and filing across thousands of jurisdictions—states, counties, cities, and special tax districts. As we scale, we're building a world-class Customer Support team that directly impacts customer satisfaction, retention, and growth. You’ll be on the front lines solving complex technical and tax-related issues—and shaping the future of how we support our customers. About the Role We're looking for a Sr Customer Support Specialist who thrives in a fast-paced, technical, and highly collaborative SaaS environment. You’ll be responsible for delivering white-glove support to our customers—resolving technical issues, investigating tax notices, and making sure our merchants feel confident and cared for. You’ll succeed if you’re curious, detail-oriented, adaptable, and passionate about helping others through problem-solving. What You’ll Do ● Serve as a primary point of contact for customers—via email, chat, and phone—providing clear, accurate, and empathetic support. ● Troubleshoot technical issues related to product integrations and sales tax filings (e.g., Shopify, Odoo, Square, etc.). ● Conduct deep-dive investigations to identify root causes for errors, notices, or bugs, and escalate to Engineering when necessary. ● Own tickets through to resolution—ensuring prompt follow-up and thorough documentation. Proactively contribute to support content (FAQs, internal playbooks) and process improvements. ● Meet or exceed expectations for ticket response time, resolution time, and customer satisfaction (CSAT). ● Collaborate across departments (Product, Engineering, Filing, Onboarding) to solve customer problems holistically. Required Qualifications: ● 5+ years of experience in customer support, technical support, or a related role—ideally in a B2B SaaS, e-commerce, or fintech environment ● Proven ability to troubleshoot complex issues and communicate solutions clearly and professionally to both technical and non-technical users ● Strong written and verbal communication skills, with experience supporting customers via email, chat, and phone ● Proficiency with support and collaboration tools such as HelpScout (or similar ticketing systems), Slack, Jira, and Confluence ● Excellent organizational skills and the ability to prioritize work in a fast-paced, high-volume environment ● A proactive, solution-oriented mindset with a strong attention to detail ● Comfort working independently in a remote, asynchronous team environment Preferred Qualifications: ● Familiarity with sales tax compliance or experience assisting customers with government notices, tax filings, or regulatory forms ● Basic understanding of APIs and technical troubleshooting. ● Exposure to startups or early-stage teams, where ambiguity is common and process-building is part of the job Reasons YOU should join our team: ● 100% remote work environment! ● We value trust and have an asynchronous culture ● Competitive salary and benefits! (401k, health benefits, one medical membership, 12 free Talkspace sessions, & Teledoc) ● Pay range $65,000-$85,000 ● We are backed by investors who are committed to our success! ● We’re in growth mode! ● We're a small team; you will undoubtedly make an impact, learn a lot, and grow a lot! Job Type: Full-time Pay: $65,000.00 - $85,000.00 per year Benefits: • 401(k) • Health insurance • Paid time off • Parental leave Application Question(s): • Do you have experience working at a start-up or with an early-phase product? • Can you share an example of how you've used AI tools or automation in your current or previous work? Experience: • Customer support: 4 years (Required) Work Location: Remote