Seasonal Client Success Representative I - In-Office Support

Seasonal Client Success Representative I In-Office Support

At PaulHood, we are transforming the mid-market CPA industry with an entirely new model. Our year-round membership model provides clients with expert tax and financial guidance, helping them feel more secure and realize their long-term financial goals. Founded 30 years ago by Paul Hood, our company has grown rapidly and now serves over 15,000 customers nationwide. To support our continued growth, we have completely modernized our business with technology and processes more akin to a SaaS company than a CPA firm. We are seeking 2 Seasonal Client Success Representatives I to support the day-to-day service needs of our in-office members and deliver an experience rooted in our client-first values. In this role, you will assist with onboarding, maintain ongoing member relationships, and ensure clients feel the value of their membership at every touchpoint. You will help resolve basic issues, support client inquiries, and identify opportunities to connect members with additional services aligned with their goals.

The ideal candidates will have experience in customer service or support roles, with a strong desire to grow their skills in client success. You bring foundational knowledge in service delivery, a willingness to learn, and a drive to support others. To do this well, you'll need to be detail-oriented, proactive, and people-focused. You should feel comfortable navigating client systems, communicating with empathy, and contributing to a collaborative, fast-paced team environment. You'll also need to be committed to continuous improvement and energized by helping members succeed through each phase of their journey.

What You Will Bring, Do, and Own:

• Respond to routine client inquiries and provide timely updates and support.
• Manage client requests, ticket queues, and escalate complex issues as needed.
• Collect, review, and track client documentation to ensure completeness.
• Support client onboarding, portal access, and technology-related questions.
• Maintain accurate client records and update CRM systems.
• Monitor assigned client statuses and follow up on outstanding items.
• Assist with tax season campaigns, payment follow-up, and operational initiatives.
• Coordinate meetings and process administrative requests.
• Support office operations, including mail, supplies, payroll, and check processing.
• Maintain front desk coverage, visitor tracking, and client survey administration.
• Prepare workspaces for new employees and support office preparedness activities.
• Contribute to process improvements that enhance client service and operational efficiency.

Experience and Education You Will Need:

• High school diploma or equivalent required. An associates degree or coursework in business, communications, or a related field preferred.
• One year experience in customer service, administrative support, front desk, or a related role required.
• Data entry or call center experience is strongly preferred.
• Basic proficiency with Microsoft Office and the ability to learn new technology systems is required.
• Experience in a professional services, financial services, accounting, legal, healthcare or tax environment is preferred.
• Experience using CSM, ticketing, or client management systems is preferred.

Who You Are:

• You're personable with customer service skills and keep the client in mind with all interactions.
• You love client interactions, value creating meaningful connections, and have good written and verbal communication skills.
• You're a positive and collaborative team member.
• You're organized with a crazy attention to detail and the ability to remember facts about clients.
• You love to learn new skills and feel empowered and valued the more knowledge you gain.
• You can keep your cool in a high-paced and at times stressful work environment.
• You are tech-savvy and know Microsoft Office suite and the ability to quickly learn new software and technology.
• You have street smarts and know when information is confidential.
• You are punctual and on time for work and/or work-related events.
• You can work in an office environment where you sit, stand, bend, and lift and carry up to 25 lbs.

What's In It For You:

In the past, some seasonal team members have gone on to find long-term opportunities on our team at the end of the seasonal project. While this can't be guaranteed and depends on business needs at the time, we're always happy to consider seasonal team members for any opportunities that may arise. Whether with us short-term or long-term, you will join a forward-thinking team that is reshaping the future of the tax and accounting industry. With a strong commitment to diversity and inclusion, our gender-balanced leadership group reflects our belief in the power of varied perspectives to drive innovation. You'll align with an organization that helps its clients optimize their financial health, enabling them to keep more, save more, and protect more of their money so they can use it for the things they care about most. In addition to the inherent satisfaction of aligning with a business that is changing the lives of thousands of people, you will receive stock options to align your rewards with the success of the company. Importantly, you'll be part of a team that prioritizes trust, collaboration and having fun. We work hard and value rest.

EEO and Diversity Statement:

PaulHood is an equal opportunity employer. We recruit, employ, compensate, develop, and promote without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, pregnancy, marital status, gender identity or expression, status as a veteran, or any other legally protected characteristic or activity in accordance with applicable federal, state, and local laws. If you need reasonable accommodation in the application or interview process, please tell us. At PaulHood, we champion a vibrant workplace culture that thrives on diversity, and we do not tolerate discrimination or harassment. We are one team from many backgrounds, innovating through diversity of individuals, who are driven by a passion for creating an inclusive space for all. Believing a culture of equality creates a stronger work environment for all employees and that we are all accountable for encouraging and celebrating diverse voices, PaulHood will continue to champion a workplace culture that prizes diversity and inclusivity.