customer care team to support one of America's most trusted tax preparation platforms during the critical 2026-2027 tax season.

Project Overview Seeking remote customer care professionals to provide high-quality support for a trusted tax preparation platform during the critical 2026–2027 tax season. This contract project focuses on helping customers navigate account, billing, product, and basic platform-related questions while delivering clear, accurate, and empathetic service. Scope of Work Respond to customer inquiries through assigned support channels, such as phone, chat, email, or ticketing systems. Assist users with account access, navigation, billing questions, product troubleshooting, and general service requests. Document customer interactions, actions taken, and resolutions accurately in the designated support system. Identify, troubleshoot, and escalate technical or tax-platform issues according to established procedures. Provide clear guidance using approved knowledge-base content and support workflows. Maintain a professional, patient, and solutions-focused experience during high-volume periods. Collaborate with the remote support team, share recurring issues, and contribute to continuous process improvements. Deliverables, Timeline & Success Criteria The engagement is expected to align with the 2026–2027 tax season, with onboarding, scheduling, and final project duration confirmed based on support volume and operational needs. Consistent handling of assigned customer contacts and support tickets within agreed response-time expectations. Complete, accurate interaction documentation and appropriate escalation of unresolved issues. Resolution of routine customer questions using approved tools, procedures, and knowledge resources. Reliable attendance for scheduled remote support shifts during peak tax-season demand. Success will be measured by customer service quality, documentation accuracy, adherence to established workflows, timely issue resolution, and dependable communication with the project team. Required Skills & Qualifications Demonstrated customer service or customer support experience, preferably in a high-volume environment. Strong written and verbal English communication skills. Excellent problem-solving, troubleshooting, multitasking, and documentation abilities. Comfort using Windows-based computers, web applications, ticketing systems, and standard productivity tools. Ability to follow detailed procedures, protect customer information, and work effectively in a remote team environment. Experience supporting billing, tax-preparation, financial software, QuickBooks, or technical products is preferred. Employment Type: Freelance Salary: $15 - $18 Hourly