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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in tax preparation workflows, including compliance guidance, bookkeeping, and payroll support. Capable of resolving complex customer inquiries and collaborating effectively with cross-functional teams to enhance customer satisfaction and process improvements.
Highest-signal resume keywords
Tax Preparation WorkflowsCustomer Escalation ResolutionBookkeeping SupportCollaboration With Tax ProfessionalsProcess Improvement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Tax ComplianceBookkeepingPayroll ProcessingTax NoticesIncome CalculationsS-Corp AnalysisMulti-Entity SituationsReturn ProcessingData Privacy IssuesCase Documentation
Soft Skills
Customer SatisfactionAdaptabilityOwnershipAccountabilityCollaboration
Industry Keywords
Tax GuidanceAccountingEscalation ManagementCustomer InquiriesInternal Documentation
About the role
Key responsibilities & impact- Resolve complex and escalated customer inquiries across email, chat, and phone
- Provide accurate tax, accounting, bookkeeping, payroll, and compliance guidance
- Serve as the primary escalation point for frontline team members
- Advise on quarterly tax estimates, S-corp analysis, reasonable compensation, and operating as an S-corporation
- Support and troubleshoot bookkeeping and payroll inquiries, ensuring alignment with tax reporting
- Provide phone support for high-priority or sensitive escalations
- Review and validate responses for accuracy and consistency
- Identify and communicate recurring issues, risks, and customer pain points to leadership and cross-functional teams
- Contribute to process improvements, internal documentation, and knowledge base enhancements
- Collaborate with Operations, Product, and Customer Success teams
- Maintain detailed and accurate case documentation
- Uphold standards for quality, responsiveness, customer satisfaction, ownership, and accountability
Requirements
What you’ll need- Strong knowledge of tax preparation workflows, including amendments, tax notices, extension uploads, and return processing
- Ability to handle complex customer concerns and resolve escalations
- Knowledge of extensions, income calculations, partnership returns, multi-entity situations, and pricing tiers
- Ability to identify and escalate sensitive data privacy issues
- Ability to coordinate with external tax preparation partners on reopens, follow-ups, and filing issues
- Ability to recognize customer dissatisfaction or churn risks and rebuild trust
- Ability to collaborate with Operations Leads, tax professionals, and internal teams
- Ability to assist colleagues, answer questions, and share knowledge
- Adaptability to new tools, processes, and learning opportunities
- Consistent attendance and responsiveness
- Willingness to take on additional tickets and responsibilities during peak periods
- Availability Monday–Friday, 8 am–5 pm EST/PST
- Ability to follow US holidays
Benefits
Comp & perks- Work from home
- Monday–Friday schedule
- Follows US holidays