What are the responsibilities and job description for the Product Specialist (Customer Care) position at Taxually?
About Taxually
Taxually is a leading tax technology company providing innovative compliance solutions for businesses worldwide. Our platform streamlines complex tax processes, helping companies navigate the intricate landscape of global tax regulations while minimizing administrative burden. As a rapidly growing fintech SaaS startup, we're revolutionizing how businesses handle their tax compliance obligations.
About the Role
Provide customer support for a tax SaaS product and work directly with the US and Canada tax teams. Manage and triage tickets in Freshdesk, maintain accurate customer context in HubSpot, coordinate internally in Slack, and consistently meet a 24–48 hour SLA.
What you’ll be responsible for day-to-day
- Manage inbound ticket queue in Freshdesk: categorize, prioritize, respond, and resolve within SLA.
- Triage issues and route to the right team (US and Canada sales tax, product, engineering), providing complete context (impact, steps, screenshots/logs).
- Support customers on US and Canada sales tax topics at a foundational level (filing timelines, registrations and jurisdictions, common compliance workflow questions).
- Handle basic API troubleshooting (auth basics, payload/field mapping, interpreting common errors) and escalate when needed.
- Keep HubSpot records current and document recurring issues into internal knowledge base and macros.
Must-have qualifications
- 2 years in SaaS customer support/customer operations with ownership of an SLA-driven ticket queue.
- Experience with Freshdesk (or similar), plus comfort using HubSpot and Slack in daily workflows.
- Foundational knowledge of US and/or Canada sales tax compliance concepts (sales tax and/or GST/HST/PST).
- Foundational API literacy (basic concepts, reading request/response payloads, common error troubleshooting).
- Strong written communication, organization, and documentation skills.
Preferred qualifications
- Experience with US sales and use tax in a customer-facing or operations role.
- Experience with Canada GST/HST/PST would also be an advantage.
Benefits
Our cash compensation amount for this role is targeted at $50,000 to $60,000.
Final offer amounts are determined by multiple factors, including candidate location, experience, and expertise. The offer includes insurance (health, dental, and vision) and a 401(k) matching program.
Application Process
Application review → 2–3 interviews → Final conversation with stakeholders as needed.
Salary : $50,000 - $60,000