Customer Experience Specialist

{"description": " Company

Founded in 2018 by CPAs, tax attorneys, and software developers, Taxbit is creating an entirely new category to enable widespread compliant adoption of digital assets for the global economy. Taxbit's Software-as-a-Service (SaaS) platform streamlines and automates customers' tax reporting and accounting activities for digital assets.

Trusted by leading crypto, tech, and traditional enterprises, Big 4 accounting firms, and government agencies (including the IRS), Taxbit solves compliance challenges at scale amidst an ever-evolving regulatory landscape. Taxbit is backed by leading Silicon Valley VCs with teams located in New York City, San Francisco, Seattle, Salt Lake City, and Europe.

Opportunity for Impact

Taxbit is seeking a Customer Experience Specialist to help launch our new Singapore office. This opportunity reflects Taxbit's continued global expansion, with this role being a pivotal piece of growing our customer base and network in the APAC region. We are looking for a Customer Experience Specialist to assist our clients that utilize Taxbit's various SaaS offerings to ensure that we provide them with the most accurate and correct information in a timely manner!

Customer Experience Specialists are expected to represent Taxbit in a professional and friendly manner. You should be comfortable working directly with Taxbit's enterprise clients within a reasonable time frame. You will strive to become a subject matter expert on Taxbit's product and have a passion for learning about crypto, tax and accounting. Our team requires the highest level of teamwork and trust to achieve our organizational goals.

This role is based in Singapore. Candidates must be legally authorized to work in Singapore without company-sponsored visa support (e.g., holders of a valid Employment Pass or Permanent Resident status). This role also requires business level fluency in English. Proficiency in Mandarin is preferred.

Role and Responsibilities

• Deliver a great customer experience, with a focus on Taxbit's Enterprise SaaS offerings
• Act as the initial point of communication for our Enterprise customers via our ticketing system. Familiarity with Zendesk is a plus.
• Actively update, maintain and monitor customer queries in a timely and accurate way
• Investigate and resolve customer-reported issues on our Crypto Tax and Accounting platforms, identifying causes and providing workarounds or collaborating with Engineering when necessary
• Identifying customer needs and helping customers use specific features
• Collaborate with Product, Engineering, and SMEs to resolve complex customer issues and leverage internal tools such as Linear to track and manage tickets
• Participate in a rotational 24/7 on-call incident response to address customer-impacting issues
• Identify gaps or opportunities in existing processes and independently develop solutions to improve team efficiency and customer outcomes
• Create and maintain internal and customer-facing documentation to enable scalable knowledge sharing

Professional Qualifications

• 1+ years of experience in Customer Support or a related field preferred
• Proficient written communication and writing skills
• Excellent cross-team collaboration skills
• Ability to troubleshoot customer-reported issues and identify underlying causes to support effective resolution
• Ability to learn quickly and pivot to different types of projects
• Comfortable with multitasking and managing multiple priorities simultaneously
• Comfortable using Excel to organize, analyze, and interpret data
• Bonus: Experience with blockchain or cryptocurrency data, or a willingness to learn

Personal Characteristics

• Passionate or curious about Crypto
• Eager learner
• Self starter

Taxbit in the News

Corp Press Forbes America's Best Startup Employers
Deloitte Top 10 Fast 500 Award
Forbes FinTech 50

Recent Product Announcements Taxbit Announces AI Enabled Rules Engine for Crypto Accounting
Taxbit Launches DAC7 Compliance Solution for Digital Marketplaces
Taxbit Introduces The First Enterprise-Grade Legal Entity Support Solution for Digital Assets
Taxbit Launches Innovative CESOP Reporting Solution for Digital Assets

TB Thought-Leadership Pieces
Fortune - Future of Finance
NASDAQ - How Regulation and Technology Are Bridging the Gap Between Tradfi and Crypto
Future of Finance Roundtable Event (Video)
Coindesk - The Tax Implications of Sam Bankman-Fried's Conviction
Fox Business - AI tools streamlining accounting workflows and opening capacity for innovation
Bloomberg Tax - Is Anyone Paying State Taxes on Bitcoin and NFTs? (Podcast)

Alliance/ Partner Announcements
IRS Taps TaxBit to Audit Bulk Crypto Transactions

Disclaimers

• By submitting an application for this role, you certify that the information contained in the application is correct to the best of your knowledge. You understand that to falsify information is grounds for refusing to hire you, or for discharge should you be hired.
• Employment with the Company is at will unless otherwise stated in a written agreement signed by the CEO of the Company. This means that either the Company or the employee can terminate the employment at any time and for any reason, with or without notice.

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