Partner Support Specialist - (Customer Support)

Job Title: Partner Support Specialist

Reports to: Manager, Partner Support

Department: Partner Success

Duration: Full-time, Exempt

Location: Coconut Grove, FL (In-office role with remote work flexibility)

Base Annual Salary: $45,000 - $55,000 (commensurate with experience) plus up to $6,000 bonus.

About Us

Taxfyle is a leading provider of online tax preparation services, revolutionizing the way individuals and businesses file their taxes. Our home office is located in Coconut Grove, FL. Our platform connects users with certified tax professionals, ensuring a seamless, efficient, and accurate tax filing experience. We are dedicated to making tax filing easy and accessible for everyone, and we are looking for talented individuals to join our innovative team during the busy tax season.

Overview

As a Partner Support Specialist, you will be the first line of support for both tax professionals and end clients. In this role, you’ll help ensure jobs flow smoothly by addressing onboarding questions, triaging issues, and escalating as needed. Your work supports a high-quality experience for clients and tax professionals across our B2B2C and B2C channels. This position requires a high level of organization, responsiveness, and comfort working in a fast-paced support environment.

Key Responsibilities

• Triage and manage Help Desk tickets, provider emails, and support inquiries from tax pros and clients.
• Provide timely support for initial questions during pro or client onboarding (excluding B2B firms and Partners).
• Actively engage in the Pro Slack network to offer guidance, answer questions, and flag recurring themes.
• Escalate high-priority or unresolved issues to internal teams with the necessary context to resolve them efficiently.
• Ensure consistent response time adherence by meeting internal SLA expectations.
• Accurately update job scope change requests in a timely manner to avoid delays in workflow.
• Audit assigned job flows regularly to confirm jobs are progressing appropriately across both B2B2C and B2C segments.
• Create and maintain comprehensive support content, including external knowledge base articles and internal documentation, to ensure alignment with current processes, tools, and partner standards.
• Responds promptly and courteously to inquiries. Ensures a high-quality service experience.
• Carefully monitors job statuses, support tickets, and data updates to prevent errors and workflow delays. Demonstrates accuracy and thoroughness in documentation and communication.
• Identifies issues proactively and applies sound judgment in resolving or escalating them. Gathers relevant context to support effective resolution by internal teams.
• Maintains productivity and composure in a fast-paced environment. Adjusts quickly to evolving processes, tools, and support channels.
• Works cooperatively with other support team members and cross-functional partners. Shares information and contributes to a positive, knowledge-sharing culture.
• Takes responsibility for assigned tasks without being prompted. Actively seeks opportunities to improve support processes and contribute to team efficiency.
• Demonstrates discretion, professionalism, and respect in all interactions. Upholds confidentiality and represents the company’s values in every client and colleague interaction.
  
  

Requirements

• Bachelors degree in a related field and a minimum of 1–3 years of experience in a customer support or client-facing role, preferably in a SaaS, tech, or professional services environment.
• Strong written and verbal communication skills with the ability to convey information clearly and professionally.
• Highly organized and detail-oriented, with the ability to manage multiple tasks and priorities simultaneously.
• Familiarity with help desk systems and customer support tools (e.g., Hubspot, Intercom, Slack).
• Comfortable navigating internal documentation, knowledge bases, and CRM tools.
• Demonstrated problem-solving skills and a proactive approach to issue resolution.
• Experience or familiarity with tax, accounting, or financial services is a plus.
• A team player who thrives in a fast-paced, collaborative environment.
• Flexibility to work occasional nights and weekends during busy tax season from Jan - April.
  
  

Note: This role description is intended to convey information essential to understanding the scope of the role and is not exhaustive. Duties, responsibilities, and qualifications may evolve or change over time to meet the organization’s needs.

Benefits

• Health, dental, and vision insurance
• Life Insurance
• Additional Supplemental Benefits
• 401(K) contribution (no match)
• Paid Time Off
• Remote work flexibility available
  
  

Work Model: This position is primarily in-office at our Coconut Grove, FL headquarters, with the ability to work remotely on a hybrid schedule. We value flexibility, but this is not a fully remote role and may require increased onsite presence in the future.

No Third Party Agencies or Submissions Will Be Accepted.

Our company is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Opportunities posted here do not create any implied or express employment contract between you and our company / our clients and can be changed at our discretion and / or the discretion of our clients. Any and all information may change without notice. We reserve the right to solely determine applicant suitability. By your submission you agree to all terms herein.

Powered by JazzHR