Product Support Representative

This position is a fully remote opportunity for a customer-focused professional based in the United States. Candidates must be U.S. citizens or Green Card holders; visa sponsorship is not available.

About the role

You’ll provide support across phone, email, and chat while developing deep knowledge of a specialized tax and accounting software platform. The role combines troubleshooting, customer education, documentation, and cross-functional collaboration. You’ll work closely with internal product and development teams to surface recurring issues and customer insights. Success means delivering accurate, efficient resolutions while maintaining a CSAT target of 90% or higher. As you grow, you’ll become increasingly independent and take greater ownership of customer relationships and complex inquiries.

Responsibilities

• Provide prompt, professional, and personalized technical support to customers through phone, email, and chat, ensuring a consistently high-quality experience.
• Build strong working knowledge of the product suite and the tax and accounting industry to confidently guide customers through questions and issues.
• Troubleshoot software and, where applicable, hardware-related problems using structured methodologies, resolving issues independently or escalating complex cases appropriately.
• Guide customers through clear, step-by-step solutions and confirm their understanding before closing inquiries.
• Maintain a customer satisfaction score of 90% or higher while meeting service, productivity, quality, and response-time expectations.
• Accurately document customer interactions, feedback, complaints, troubleshooting steps, and resolutions in the relevant systems.
• Manage customer follow-ups alongside new inquiries, ensuring open issues are tracked through to resolution.
• Collaborate with product development and other internal teams to communicate customer feedback, identify recurring issues, and contribute to product improvements.
• Stay informed about product updates, technology trends, internal resources, and support procedures to provide accurate and effective assistance.
• Protect confidential and sensitive customer information by consistently following data security, privacy, and organizational policies.
• Develop increasing independence through training, mentorship, self-directed learning, and proactive use of available resources.
• Participate in varying shifts or overtime when required, with availability across Monday–Friday operating hours from 10:30 AM to 7:00 PM.

Requirements

• At least 1 year of experience in a customer-facing role is preferred, ideally within tax, accounting, finance, SaaS, or another technology-focused environment.
• Proven experience in a technical support or customer support role, with the ability to troubleshoot software and hardware issues using structured problem-solving techniques.
• High school diploma or equivalent is required; an associate degree, equivalent professional experience, or bachelor’s degree in a relevant field is an advantage.
• Strong written and verbal communication skills, with the ability to explain technical information clearly and professionally to customers with different levels of technical knowledge.
• Experience supporting customers through multiple channels, including email, telephone, and live chat, is preferred.
• Strong organization and time-management skills, with the ability to manage follow-ups, prioritize competing requests, multitask, and meet service expectations.
• Comfortable using Microsoft Office and customer-support technologies such as Azure and Zendesk; previous SaaS experience is a plus.
• Demonstrated ability to learn independently, recognize areas for development, use available resources effectively, and ask for assistance when appropriate.
• High reliability, attention to detail, customer empathy, and a strong commitment to delivering positive customer outcomes.
• Ability to maintain confidentiality and handle sensitive customer information with integrity.
• Availability to work the required Monday–Friday schedule, including varying shifts and occasional overtime.

Benefits

• Competitive compensation: Base salary range of approximately $36,800–$68,300 USD, depending on location, experience, skills, and other relevant factors.
• Performance opportunities: Eligibility for an annual bonus may be available based on individual and organizational performance.
• Remote flexibility: Fully remote work environment with flexible workplace policies designed to support work-life balance.
• Work-from-anywhere flexibility: Opportunity to work from anywhere for up to 8 weeks per year, subject to applicable policies.
• Health and insurance coverage: Comprehensive medical, dental, vision, disability, and life insurance programs.
• Retirement savings: Competitive 401(k) plan with company matching contributions.
• Paid time off: Flexible vacation, sick and safe paid time off, paid holidays, and additional company-wide mental health days.
• Family support: Parental leave, adoption and surrogacy assistance, and other family-oriented benefits.
• Wellbeing resources: Access to Headspace, Employee Assistance Programs, fitness reimbursement, and resources supporting mental, physical, and financial wellbeing.
• Professional development: Tuition reimbursement, learning and development programs, and skills-focused growth opportunities.
• Additional financial benefits: Flexible Spending and Health Savings Accounts, employee incentive programs, and access to an employee stock purchase plan.
• Community impact: Paid volunteer days and opportunities to participate in pro-bono consulting and environmental, social, and governance initiatives.
• Growth environment: A culture centered on customer focus, continuous learning, collaboration, innovation, and career development.

Schedule

Availability to work Monday–Friday operating hours from 10:30 AM to 7:00 PM, including varying shifts and occasional overtime.