What are the responsibilities and job description for the Tax Support Advisor position at Juno?
Description
Tax Support Advisor
Location: San Diego, CA (Hybrid: 9AM – 5 PM Pacific)
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.
The Opportunity
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 San Diego office (Downtown). The hours for this role are 9 AM - 5 PM, Pacific.
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 of Customer Support, Chief Customer Officer, and other leadership to build systems and culture for Juno.
Required Qualifications
- 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.
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. CEO and CCO in office in San Diego
- Competitive Salary
- Equity in Juno!
- Enjoy flexibility and a welcoming work environment in America's Finest City
- Individual medical, dental, and vision coverage
- FSA
Commitment to Diversity
Juno embraces all backgrounds and experiences. We’re proud to be an equal opportunity employer and encourage candidates of every identity to apply.