Remote Tax Customer Support Representative - Seasonal | US [For Pooling]

Peak Support, an outsourcing firm serving some of today’s most innovative companies, is seeking a Remote Tax Customer Support Representative for seasonal work in the U.S.

About The Role

You will be the first line of defense, helping US taxpayers navigate our app during tax season. Your role is to provide world-class product support—answering questions via live chat and email—without offering tax advice.

Responsibilities

• Answer customers' concerns quickly and accurately via email and live chat, providing product support without tax advice.
• Participate in team meetings and provide feedback.
• Cover evenings and weekends on a schedule within the tax season.

Requirements

• 3 years of experience in a customer-facing role, including proficiency with live chat and ticketing platforms.
• Strong ability to work within customer service metrics such as CSAT and First-Time Response SLAs.
• Exceptional written communication skills, with the ability to guide customers through complex issues clearly and effectively—without providing tax advice.
• Proactive approach to sharing insights and suggestions on improving processes and enhancing customer experience.
• Prior tax experience—ideally having worked at a tax firm or possessing a strong understanding of federal and state tax regulations.
• Comfortable working with Personally Identifiable Information (PII) and Tax Return Information (TRI), maintaining the highest standards of confidentiality.
• Strong emotional intelligence, including the ability to self-regulate, demonstrate empathy, and be self-aware in customer interactions.
• Strategic judgment when making decisions, balancing immediate customer needs with long-term goals and organizational priorities.
• Outstanding verbal communication skills, including active listening and the ability to communicate information clearly and effectively.
• Authentic curiosity for our company and the future we are creating for the U.S. taxpayer.

Benefits

Work from Home PLUS: Peak Support offers all the convenience of working from home, with the benefits of working for an established organization. We provide a culture and processes that support the success of our remote team members. When possible, we gather in person to build offline relationships, which we believe are critical to successful online work.