Tier 1 Tax Support Specialist

Job description

About the role We are looking for a Tier 1 Tax Support Specialist to provide a broad spectrum of support to our customers and partners. You are the first line of defense, helping US taxpayers navigate through one of the most challenging times of the years. You will provide support relating to all inbound questions, prioritize escalations, liaise with partners and resolve issues. You will be collaborating with the tax team and the connection between product support and the tax technical team. Key responsibilities - Respond, prioritize and resolve tax related customer inquiries - Speak to customers with empathy, helping them navigate questions around their tax filing situation through an understanding of federal and state tax forms and documents - Monitor the tax workflow to identify any potential issues before they arise - Liaise with partners, serving as a point of contact on any customer related issues - Collaborate with the tax, product and engineering teams to quickly resolve issues - Help us fulfill our mission of providing a world-class tax experience to all taxpayers Experience - 1–2 years of experience in a customer support, customer service, or customer success role, preferably in a fast-paced SaaS or technology environment. - Excellent written communication skills with the ability to explain complex concepts clearly, professionally, and empathetically. - Strong problem-solving and critical thinking skills with the ability to investigate issues and make sound decisions. - Exceptional attention to detail and ability to follow established processes while maintaining accuracy. - Ability to learn new systems, products, and workflows quickly in a rapidly changing environment. - Proven ability to manage multiple priorities while maintaining a high level of customer satisfaction. - Experience using customer support platforms such as Intercom, Zendesk, Salesforce, or similar CRM/ticketing systems. - Comfortable working independently while collaborating effectively with cross-functional teams. - High school diploma or equivalent required; bachelor's degree preferred. Preferred Qualifications - Previous experience supporting a FinTech, financial services, or tax technology product is highly desirable. - Knowledge of U.S. individual income taxes or prior experience supporting tax software is a strong plus. - Experience working in a high-volume, seasonal support environment. - Familiarity with knowledge base management and documentation best practices. - Experience analyzing customer trends and providing feedback to improve products or processes. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. About april april is the only embedded, year-round tax platform built to power smarter financial decisions. From filing to planning to onboarding, april’s white-labeled tools bring real-time tax intelligence into the platforms people already use, helping users understand the impact of every paycheck, equity transaction, or income shift, and stay on top of tax payments throughout the year. Built to handle even the most complex tax situations, april’s AI-powered tax engine ingests data directly from partner apps to deliver accurate outcomes in record time—making tax planning and filing more connected, contextual, and accessible than ever. With API-first infrastructure and seamless data integrations, april helps partners deliver more value, deepen loyalty, and turn taxes into a strategic edge—for their clients and their business.