Customer Experience Specialist

Taxbit is a company founded in 2018 that focuses on enabling compliant adoption of digital assets through its SaaS platform. They are seeking a Customer Experience Specialist to assist enterprise clients by providing accurate information and resolving customer-reported issues related to their tax and accounting platforms.ResponsibilitiesDeliver a great customer experience, with a focus on Taxbit’s Enterprise SaaS offeringsAct as the initial point of communication for our Enterprise customers via our ticketing system. Familiarity with Zendesk is a plusActively update, maintain and monitor customer queries in a timely and accurate wayInvestigate and resolve customer-reported issues on our Crypto Tax and Accounting platforms, identifying causes and providing workarounds or collaborating with Engineering when necessaryIdentifying customer needs and helping customers use specific featuresCollaborate with Product, Engineering, and SMEs to resolve complex customer issues and leverage internal tools such as Linear to track and manage ticketsParticipate in a rotational 24/7 on-call incident response to address customer-impacting issuesIdentify gaps or opportunities in existing processes and independently develop solutions to improve team efficiency and customer outcomesCreate and maintain internal and customer-facing documentation to enable scalable knowledge sharingSkillsProficient written communication and writing skillsExcellent cross-team collaboration skillsAbility to troubleshoot customer-reported issues and identify underlying causes to support effective resolutionAbility to learn quickly and pivot to different types of projectsComfortable with multitasking and managing multiple priorities simultaneouslyComfortable using Excel to organize, analyze, and interpret dataPassionate or curious about CryptoEager learnerSelf starter1+ years of experience in Customer Support or a related field preferredFamiliarity with Zendesk is a plusBonus: Experience with blockchain or cryptocurrency data, or a willingness to learnBenefitsCompetitive cash compensation (based on experience)Equity (RSUs)Competitive benefits packageA modern 401(k) plan that includes access to crypto, financial wellness benefits, low fees and moreHybrid working model: 3 days in-office, 2 days WFH/flexibleMonday team lunches, snacks and drinksDiscretionary Time Off - enjoy the flexibility to rest, refuel, and rechargePaid parental leave to bond with your childFertility BenefitAutonomous work and flexibility in how work is performedCompany OverviewTaxBit is a cryptocurrency tax and accounting software that automates tax calculations and reporting on cryptocurrency transactions. It was founded in 2018, and is headquartered in Draper, Utah, USA, with a workforce of 51-200 employees. Its website is https://www.taxbit.com.



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