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Tax Customer Support Representative

Tax Customer Support Representative

Instead

3 - 8 years

5 - 10 Lacs

hyderabad

Posted:None| Platform:

Apply

Skills Required

customer support representative strategic planning customer support account management hr customer service taxation tax planning financial services salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

About Instead

Instead is a tax platform designed to help taxpayers and tax professionals collaborate to save money on taxes. As the first company in decades to receive IRS approvals to E-file 1040, 1041, 1120, 1120S, and 1065 were re-inventing a complex category. Founded in 2023, Instead combines LLMs with tax law to make tax management a continuous, proactive process rather than a dreaded annual deadline.

Insteads investors include Sarah Guo from Conviction (conviction.com), IRIS (irisglobal.com) the largest tax software provider in the UK and many of our partners and customers who believe in our mission and vision. The Instead team comprises talented leaders from leading tax, financial services and fintech companies Gusto, Intuit, Zenefits, Thomson Reuters, Wolters Kluwer as well as top tax & accounting firms such as PwC, BDO, RSM, and KPMG.

Instead was a 2024 Innovation Award Finalist in CPA Practice Advisor. Insteads CEO, Andrew Argue, is a CPA and has been named Top 100 Most Influential People in the Accounting Profession twice - Ones To Watch and CPA Practice Advisors 20 under 40.

About the Role

Were seeking a motivated

Tax Customer Support Representative

to help clients discover tax savings through strategic planning and implementation using the Instead software platform. In this year-round, client-facing role, you ll work with individuals and businesses to identify tax strategies, guide them through implementation, and ensure seamless execution from planning to filing.

You ll support and maintain Instead.com while collaborating with our U.S.-based customer support agents, our team in India, and tax and accounting firm partners to deliver comprehensive and exceptional customer service.

What You ll Do

Provide support to internal and external clients via chat, email, phone, and Zoom
Onboard new clients, helping them navigate our innovative tax software and troubleshoot issues or escalate feature requests as needed
Handle customer support inquiries across platforms, including Slack, Email, Zendesk, and Intercom
Collaborate with cross-functional teams Sales, Finance, Marketing, and Product to ensure the software remains user-friendly and accurate
Maintain our internal account management system, ensuring all active and churned accounts are properly updated

What You ll Need

3+ years of direct customer support experience
Strong attention to detail with excellent troubleshooting and problem-solving skills
Ability to identify and analyze software issues, offering solutions or escalating appropriately
Comfortable working collaboratively in a fast-paced, team-oriented environment
Strong communication skills with a client-first mindset
Passion for learning and adapting in a constantly evolving space
Ability to make clients feel heard and supported, acting as their advocate when challenges arise

Nice to Have

Active or in-progress
Enrolled Agent (EA)
license
Experience supporting software products across multiple support channels
Background in tax planning or preparation
Familiarity with working alongside U.S.-based accounting or tax firms
Experience using platforms such as
Salesforce
and
Intercom
Experience working at H&R Block, Thomson Reuters, Wolters Kluwer, Intuit, etc

Why Join Us

Work with a cutting-edge tax technology platform that s transforming the industry
Join a collaborative, mission-driven team focused on delivering value
Competitive compensation and benefits
Get hands-on exposure to complex tax scenarios across various industries
Enjoy a supportive environment with mentorship and career advancement opportunities
Help tax professionals implement and file accurately, enabling effective tax planning and compliance
Build lasting client relationships and make a tangible impact on their financial outcomes
Be part of the future of tax technology
Instead
is the first product in decades to receive IRS approval to e-file
1040, 1041, 1120, 1120S, and 1065
forms

Equal Opportunity Employer - M/F/D/V

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

We trust our team with sensitive information, so all candidates who receive and accept employment offers must complete a background check before joining us.

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Tax Customer Support Representative

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

About Instead

About the Role

Tax Customer Support Representative

What You ll Do

What You ll Need

Nice to Have

Enrolled Agent (EA)

Salesforce

Intercom

Why Join Us

Instead

1040, 1041, 1120, 1120S, and 1065

Equal Opportunity Employer - M/F/D/V

More Jobs at Instead