TAXWELL

Full-stack Engineer

• Develop, maintain, and enhance primarily backend applications and services using C#/.NET and SQL Server
• Troubleshoot production issues across application code, databases, authentication, configuration, logging, integrations, and deployment environments
• Work with modern and legacy .NET systems and make safe, focused improvements
• Contribute to incremental modernization of legacy systems, including authentication, deployment, observability, and operational improvements
• Work across services, databases, integrations, and support-facing applications when problems cross system boundaries
• Create and maintain technical documentation, troubleshooting guides, and investigation notes
• Collaborate with Engineering, Product, IT, Help Desk, Customer Success, and other teams to resolve technical issues
• Use AI-assisted engineering tools for development, code analysis, testing, debugging, and documentation, while evaluating AI-generated output before production use

Software Engineer II

Customer Support

• Supervise, mentor, and coach seasonal and permanent customer support agents
• Conduct one-on-one sessions and performance reviews
• Support hiring, discipline, and morale-building efforts with management
• Monitor and evaluate agent performance through live call, chat, and email observation and reporting tools
• Reconcile and process bi-weekly timecards and ensure schedule adherence
• Troubleshoot operational, technical, and customer issues
• Monitor queues and adjust staffing to maintain service levels
• Coordinate staffing with WFM
• Lead new-hire and ongoing training and provide targeted coaching
• Review and contribute to training materials and the internal knowledge base
• Resolve escalated customer concerns
• Maintain and exceed service KPIs, including first-call issue resolution and customer satisfaction
• Track KPIs and provide actionable performance insights to management
• Collaborate with product and technical teams to improve support processes
• Recommend and implement improvements to enhance team effectiveness and customer experience

Customer Service Supervisor

Vice President

• Lead annual budgeting, long-range planning, rolling forecasts, and strategic planning
• Build integrated financial models linking revenue, margin, operating expenses, headcount, capital expenditures, cash flow, and balance-sheet metrics
• Establish driver-based forecasting for B2B and B2C business models
• Run scenario and sensitivity analyses for growth investments, pricing, cost actions, and strategic alternatives
• Partner with senior leaders on operating plans, performance targets, and actionable KPIs
• Analyze actual results, forecast variances, business drivers, risks, and opportunities
• Translate complex data into recommendations for senior leaders, the board, and investors
• Evaluate customer economics including pricing, volume, retention, CAC, LTV, and unit margins
• Guide resource allocation and investments through financial analysis and return expectations
• Provide financial leadership for initiatives, product launches, market expansions, and cost transformations
• Support CFO and CEO communications with the board, private equity sponsors, and lenders
• Produce board materials, investor reporting, and recurring performance updates
• Track value-creation plans and recommend corrective actions
• Monitor cash generation, liquidity, leverage, covenants, and debt paydown
• Support M&A, refinancing, and transactions through modeling, diligence, synergy analysis, and integration tracking
• Modernize FP&A processes, systems, data, and analytics
• Identify and implement practical AI and machine learning applications for forecasting, variance analysis, scenario modeling, and reporting
• Partner with Finance and IT on trusted data sources, scalable reporting, and consistent metrics
• Automate manual reporting and shift FP&A toward forward-looking analysis
• Build AI and data fluency within finance
• Lead, recruit, and retain a high-performing FP&A team
• Set team roles, priorities, service expectations, and career development paths
• Evolve the FP&A operating model as the organization grows
• Elevate financial acumen across non-financial senior leaders

Vice President, FP&A

• Support Drake Software by delivering tools and services that tax professionals rely on to grow their businesses and serve their clients
• Diagnose, troubleshoot, and resolve technical inquiries from tax professionals via phone, email, and live chat
• Interview end users to determine the root cause of problems
• Lead users through troubleshooting and diagnostic procedures to identify resolutions
• Handle problem recognition, research, isolation, resolution, and follow-up for most user problems
• Partner with designated staff on more complex problems to ensure customers receive appropriate advanced support
• Accurately document and track customer interactions and resolutions for continuous improvement
• Follow up timely on unresolved problems
• Maximize positive relationships and customer experience through exceptional, empathetic service
• Adhere to established best practices, procedures, scripts, and management direction
• Maintain consistent, reliable attendance and schedule adherence

Seasonal Customer Service Representative

• Diagnose, troubleshoot, and resolve inquiries from tax professionals via phone
• Interview end users to collect problem information and guide them through diagnostic and troubleshooting procedures
• Identify, research, isolate, and resolve the majority of user problems
• Partner with designated staff on intricate issues requiring advanced support and resolution
• Accurately document and track customer interactions and resolutions
• Follow up timely on unresolved problems
• Deliver exceptional and empathetic customer service
• Adhere to established best practices, procedures, scripts, and management direction
• Maintain reliable attendance and adherence to scheduled shifts