Customer Operations Specialist - Tax Credits

About the Role:

We’re looking for a service-minded team member for our emerging tax credits product. Join our Tax Credits team and shape the future of tax credit software.  

Your talents will be instrumental in delivering an exceptional customer experience, developing products and processes that enable our customers and internal teams, and creating a strong foundation on which we can grow. This is an exciting opportunity to join a dynamic team and make a real impact on small businesses all across America.

About the Team:

The Tax Credits team is on a mission to democratize tax credits and grants.  We aim to make access to tax credits and grants ubiquitous for SMBs & business advisors, ensuring every business receives the financial resources they deserve to fuel growth, innovation and long-term success.

The Tax Credits Operations team is a collaborative team who are passionate about tax credits. As a member of the Customer Operations team at this stage in our journey, you will be a customer advocate and educator, simplifying a small business’s experiences with tax credits. As a tax credits operator and expert, you’ll have the opportunity to work directly on components of each customer’s credit and use your experience to shape the direction of our product, process, and tools. 

Here’s what you’ll do day-to-day:

• Serve: 
• Proactively & reactively resolve complex customer inquiries related to tax credits. Break down complex concepts in a simple, concise way.
• Take ownership of customer outcomes, ensuring small businesses get great value out of the tax credits product.
• Educate: 
• Educate yourself and others on tax credits, including R&D tax credits, 401K, WOTC, and other relevant incentives
• Operate: 
• Roll up your sleeves and complete or quality control behind-the-scenes tasks (e.g. data review, calculations, uploads) that result in high quality credit forms and documents
• Develop:
• Create and inform solutions alongside the Tax Credits technical (EPDD) and service (CSM, CX) teams 
• Continuously improve and iterate on processes and approach
• Collaborate: 
• Work with team members to find creative customer solutions that are compliant and sustainable
• Partner across teams to inform and build tax credits product, process, and tools

Here’s what we're looking for:

• Service: A minimum of 3 years in a customer-facing role. Experience resolving ambiguous cases or escalations is a plus!
• Accounting / Tax or Tax Credits Skill: A minimum of 2 years experience with accounting, taxes or tax credits. Equivalent experience will be considered.
• Communication: You have strong experience communicating with customers, and are passionate about advocating on their behalf. You can break down complex concepts into concise and simple messages.
• Detail Orientation: You pay attention to details, take pride in your work, and know how the quality of your work product quality impacts small business finances.
• Critical Thinking: You seek the root cause of customer and process issues and are able to identify trends. You attempt to resolve trending issues with the appropriate level of urgency.
• Proactive Problem Solver: You are always looking for ways to improve processes, solve customer issues more efficiently, or prevent issues from popping up 
• Systems Knowledge: You have worked on a technical or complex product. You have used ticketing tools (e.g. Hubspot, Salesforce) previously and you are able to leverage them to solve complex customer issues.
• Change Agent: Suggest, drive, and embrace changes and iterations. Seek opportunities to challenge and improve the status quo.
• Reliable: Reference checks should reveal no attendance / tardiness patterns.

Our cash compensation amount for this role is $25.00/hr to $30.77/hr in Denver & most major metro locations, and $30.29/hr to $37.02/hr for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.