Tax Support Advisor

Location: Downtown Philadelphia, PA (Hybrid: 9AM – 5 PM Eastern)

About Juno

Juno is the tax technology platform building authentic, lasting relationships between tax professionals and clients. By combining innovative automation with empathetic and experienced support, Juno transforms tax filing into a streamlined, collaborative experience. As we scale, every founding team member helps shape the customer journey and sets new standards for excellence.

About the role

As a Tax Support Advisor, you’ll be a founding member at the intersection of customer care and tax expertise. You’ll serve as the face of Juno to our customers - representing Juno’s reliability, technical excellence, and standard of service. Your role is critical to ensuring issues are resolved efficiently and that customers have positive, frictionless interactions with our products and team.

The ideal candidate is excited about working in a Hybrid role, Tuesday-Thursday in our Philadelphia office (Downtown). The hours for this role are 9 AM - 5 PM, Eastern.

Responsibilities

• Serve as the front line for inbound tax support, answering emails and chats from customers who are tax professionals.
• Drive successful ticket outcomes, ensuring fast initial responses and permanent resolutions - the goal is not necessarily fast, but that tickets are solved and don’t need to be reopened.
• Verify and understand customer tax document types/purposes and information as needed to resolve support issues.
• Assist customers in navigating Juno’s platform, solving technical and tax workflow problems effectively.
• Proactively identify patterns in customer questions and suggest improvements to product, processes, and knowledge base.
• Document solutions and processes for future team scalability.
• Collaborate closely with the Manager, Customer Support, Chief Customer Officer, and other leadership to build systems and culture for Juno.

Requirements

• Enrolled Agent (EA) certification received, or in progress.
• 2+ years of experience in a tax preparation environment.
• Working knowledge of federal and state tax preparation, electronic filing, and client data management.
• Excellent written and verbal communication skills, able to distill complex tax concepts for customers.
• Understanding of ticketing and support platforms.
• Adaptability, positivity, and a spirit that’s hungry to shape processes in a fast-moving AI environment.

Preferred Qualifications

• Experience creating help documentation or contributing to a knowledge base.
• Desire and true empathy to help others in the tax industry.
• Experience with process development in client-facing operations.

Benefits

• Competitive salary.
• Equity for full-time employees.
• Individual medical, dental, and vision coverage.

Why Juno

• Be a foundational member of an ambitious AI organization with limitless growth potential.
• Collaborate closely with executive leadership and help define a culture of excellence. COO and founding sales team are in the same office!
• Enjoy flexibility and a welcoming work environment in Philadelphia.