Customer Support Manager

About TaxGPT

TaxGPT is transforming the tax industry with AI-powered solutions that make tax management simpler, and more efficient. Based in Silicon Valley and backed by leading venture capitalists, we’re on a mission to change how tax and accounting firms approach taxes.

At TaxGPT, you’ll be part of a fast-growing team dedicated to commitment and excellence. This is your opportunity to work on the latest technology alongside a group of passionate professionals, pushing the boundaries of what’s possible in the tax space.

Who We’re Looking For

We are looking for a Customer Support Manager who is both a problem-solver and a strategic thinker, capable of building scalable, AI-driven support systems while ensuring exceptional customer experiences.

In this role, you will be on the frontline of customer success, working closely with sales, product, and engineering teams to ensure customer issues are addressed efficiently and effectively. Beyond resolving tickets, you will act as the voice of the customer, providing valuable insights to the product team to enhance our offerings.

This position is ideal for someone who thrives in high-growth, fast-paced environments and is passionate about leveraging AI, automation, and customer success tools to streamline operations.

What You’ll Be Doing

• Lead and manage customer interactions, ensuring timely, high-quality resolutions to technical and non-technical issues.
• Develop and refine scalable customer support processes to improve efficiency and ensure a seamless experience.
• Maintain and optimize self-service resources (knowledge base, help center, FAQs) to reduce repetitive inquiries and help customers.
• Act as the voice of the customer, identifying trends in customer challenges and translating them into actionable product insights.
• Work closely with customers and engineering teams to validate, triage, and solve product bugs and continuous product improvements.
• Collect and analyze customer feedback, providing data-driven recommendations to enhance product and service offerings.
• Leverage AI and automation to streamline customer support ticketing, Jira Ticketing, workflows, and customer interactions, improving response times and efficiency.
• Manage and integrate customer success platforms like Intercom, Customer.io, and HubSpot to optimize communication and automation.
• Continuously explore and implement new AI-driven solutions to enhance support quality while maintaining a human-first approach.
• Design and refine automated workflows that enhance efficiency without compromising customer experience.
  
  

What Makes You a Good Fit

• 5+ years of experience in customer support or a similar role.
• Strong knowledge of customer support tools like Intercom, Customer.io, and HubSpot, with experience in automation and optimization.
• Experience with JiRA and Slack triage to communicate with the engineering team.
• Proven ability to build scalable systems that reduce manual workload and improve customer satisfaction.
• Excellent communication skills—able to translate technical issues into clear, actionable steps for customers and internal teams.
• Strong testing skills to validate the customer-reported issues and bugs before triage to the engineering team.
• Data-driven approach to problem-solving, with experience analyzing customer feedback to drive improvements.
• Cross-functional collaboration experience, working closely with sales and product teams to enhance customer outcomes.
• Ability to leverage AI and automation to optimize processes.
  
  

Nice-to-Have Skills

• Experience with AI chatbots, predictive analytics, or machine learning applications in customer support.
• Basic knowledge of APIs and integrations to customize customer support workflows.
• Background in SaaS, fintech, and startup environments.
• Familiarity with analytics tools for deeper customer data insights.
  
  

Our hiring process

Our hiring process is fast, simple, and unique.

Step 1: Application (You’re here!)

Submit a quick Typeform application for initial screening, and we’ll review how your skills and experience fit the role.

Step 2: Take-Home Assignment

‍After passing the initial screening, you will receive a take-home assignment that takes 2-3 hours.

Step 3: Final Interview

‍If you pass the assignment screening, you will be invited to a 45-minute online interview with our founder and CEO.

Timeline

We move fast and aim to close this job in one week.