Remote Tax Customer Support Representative - Seasonal | US [For Pooling]

Job Description

Job Description

Description:

Peak Support, an outsourcing firm serving some of today’s most innovative companies, is seeking Remote Tax Customer Support Representative - Seasonal to join our team in the U.S.

About The Role

We are looking for a Tax Customer Support Representative T1 - Seasonal to provide a broad spectrum of support to our customers. You are the first line of defense, helping US taxpayers navigate through one of the most challenging times of the year. You will be responsible for providing world-class product support to our customer base, without providing tax advice. We help our customers navigate our app and provide resources to answer any questions via live chat and email.

What you’ll do:

• Answer customers' concerns in a quick and accurate manner via email and live chat, providing product support without tax advice.
• Participate in meetings and provide feedback.
• Expectation to cover evenings and weekends on a schedule within the tax season.

We're looking for candidates with:

• 3 years of experience in a customer-facing role, including proficiency with live chat and ticketing platforms.
• A strong ability to work within customer service metrics, such as CSAT (Customer Satisfaction) and First-Time Response SLAs (Service Level Agreements).
• Exceptional written communication skills, with the ability to guide customers through complex issues clearly and effectively—without providing tax advice.
• A proactive approach to sharing insights and suggestions on improving processes and enhancing customer experience.
• Prior tax experience—ideally having worked at a tax firm or possessing a strong understanding of federal and state tax regulations.
• Comfortable working with Personally Identifiable Information (PII) and Tax Return Information (TRI), maintaining the highest standards of confidentiality.
• Strong emotional intelligence, including the ability to self-regulate, demonstrate empathy, and be self-aware in customer interactions.
• Strategic judgment when making decisions, balancing immediate customer needs with long-term goals and organizational priorities.
• Outstanding verbal communication skills, including active listening and the ability to communicate information clearly and effectively.
• An authentic curiosity for who we are as a company and the future we are creating for the U.S. taxpayer.

Work from Home PLUS

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth.

Peak Support has built a culture and a set of processes that support the success of our remote team members. When we can, we get together in person. We believe that building offline relationships is critical to successful online work.