Desired Skills
- Minimum 4-5 years of hands-on experience in preparing, reviewing, or supporting U.S. individual income tax returns, including Forms 1040, 1040-NR, and 1040-SR, with the ability to leverage this expertise to effectively assist customers in a live, real-time chat support environment.
- Ability to communicate technical tax concepts in plain, jargon-free language that keeps customers informed without overselling or overpromising.
- Comfortable working to defined handle-time targets while maintaining accuracy and compliance.
Job Description
- Handle live customer chat interactions by providing timely, accurate, and professional assistance, while independently resolving customer inquiries and delivering a seamless customer experience.
- Strive to achieve first-contact resolution through a single chat interaction whenever possible, ensuring customer inquiries are resolved within established turnaround time and service level expectations.
- Provide customers with accurate guidance and recommended next steps while ensuring full adherence to applicable tax laws, regulations, and compliance requirements.
- Actively monitor the chat quality of preparers and junior team members, ensuring accuracy, compliance, and adherence to established quality standards.
Qualification
- Bachelor’s degree in Accounting, Finance, or a related field (M.B.A in Accounting and Finance preferred).
- Language Proficiency
- Strong written and verbal English communication skills, including the ability to communicate clearly, concisely, and effectively through chat-based interactions. Candidates should also demonstrate English language proficiency at a B2+ level or higher.
Behavioural Competencies (ASK Framework)
- Flexible to work U.S. shifts, primarily EST hours.
- Strong customer-service orientation with a compliance-first mindset
