Customer Support Representative, Offshore

About the Role

We're seeking a Customer Support Representative to join our offshore team and become a cornerstone of our customer success operations. You'll deliver exceptional support while helping architect AI-driven systems that enhance efficiency and drive collaboration across sales, product, and engineering teams.

This role is ideal for individuals who thrive in high-growth environments and are passionate about leveraging AI, automation, and customer success platforms to scale support operations without sacrificing quality.

What You’ll Do

Customer Support Operations

• Lead customer interactions from first contact through resolution, ensuring timely, high-quality responses to both technical and non-technical issues
• Develop and refine scalable support processes that improve efficiency while maintaining a seamless customer experience
• Build and maintain self-service resources (knowledge base, help center, FAQs) to empower customers and reduce repetitive inquiries
• Act as the voice of the customer, identifying patterns in feedback and challenges, then translating them into actionable product insights

Cross-Functional Collaboration

• Partner closely with engineering teams to validate, triage, and resolve product bugs through Jira and Slack workflows
• Work with sales and product teams to share customer insights that drive product improvements and strategic decisions
• Collect and analyze customer feedback, providing data-driven recommendations to enhance our offerings

AI & Automation

• Leverage AI and automation to streamline support ticketing, workflows, and customer interactions, improving response times and resolution efficiency
• Manage and optimize customer success platforms (Intercom, Customer.io, HubSpot) to enhance communication and automation
• Continuously explore and implement AI-driven solutions that improve support quality while maintaining a human-first, empathetic approach
• Design automated workflows that scale operations without compromising the customer experience

What You’ll Bring

• 3+ years in customer support or customer-facing roles, with demonstrated experience building and scaling support operations from the ground up
• Strong proficiency with customer support platforms (Intercom, Customer.io, HubSpot), including automation and workflow optimization
• Experience using Jira and Slack for effective engineering team communication and issue triage
• Excellent communication skills—you can translate complex technical issues into clear, actionable guidance for both customers and internal teams
• Strong technical validation skills to test and verify customer-reported issues before escalating to engineering
• Data-driven mindset with experience analyzing customer feedback and metrics to identify improvement opportunities
• Demonstrated ability to leverage AI and automation to optimize processes and scale operations

Nice-to-Haves

• Experience implementing AI chatbots, predictive analytics, or machine learning applications in customer support
• Basic knowledge of APIs and integrations for customizing support workflows
• Familiarity with analytics tools for deeper customer data insights.
• Background in SaaS, fintech, or startup environments
• Experience in tax, accounting, or financial services industries

Our Hiring Process

Step 1: Application (10 minutes)

Click ‘’ and fill out the application form. We’ll review and respond quickly.

Step 2: Take Home Assignment (~2-3 hours)

After passing the initial screening, you will receive a take-home assignment that takes 2-3 hours.

Step 3: Virtual Interview (45 min)

If you pass the assignment screening, you will be invited to an online interview with the hiring manager.

Step 4: [potential] Virtual Interview (30 min)

You may also be invited to an online interview with our founder and CEO, pending their availability.

Timeline

We move fast and aim to close this job in one week.

If you're ready to make a big impact on a small team and take your career to the next level, apply today to join our team at TaxGPT. We can't wait to meet you!

At TaxGPT, we are committed to fostering a diverse and inclusive work environment. We believe that diversity in all its forms – race, gender, nationality, religion, sexual orientation, and beyond – enriches our perspectives and enhances our product. Each member of our team brings unique experiences, skills, and viewpoints to the table, and it's this mosaic of backgrounds that drives our innovation forward. We provide equal employment opportunities to all individuals without regard to race, color, religion, sex, national origin, age, disability, or veteran status. Join us in building a future where technology breaks barriers and creates opportunities for all.

The base pay range for this role is $24,000 – $36,000 per year.