Customer Experience Specialist

Taxbit is a company founded in 2018 that provides a SaaS platform for tax reporting and accounting for digital assets. They are seeking a Customer Experience Specialist to assist clients with their SaaS offerings and ensure accurate information is provided in a timely manner. 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 Skills 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 Familiarity with Zendesk is a plus Bonus: Experience with blockchain or cryptocurrency data, or a willingness to learn Passionate or curious about Crypto Eager learner Self starter Benefits Competitive cash compensation (based on experience) Equity (RSUs) Competitive benefits package A modern 401(k) plan that includes access to crypto, financial wellness benefits, low fees and more Hybrid working model: 3 days in-office, 2 days WFH/flexible Monday team lunches, snacks and drinks Discretionary Time Off - enjoy the flexibility to rest, refuel, and recharge Paid parental leave to bond with your child Fertility Benefit Autonomous work and flexibility in how work is performed Company Overview TaxBit is a cryptocurrency tax and accounting software that automates tax calculations and reporting on cryptocurrency transactions. It was founded in 2018, and is headquartered in Draper, Utah, USA, with a workforce of 51-200 employees. Its website is