Customer Experience Specialist

Company Founded by CPAs, tax attorneys, and engineers, Taxbit is the leading innovator automating global tax reporting for the digital economy. Taxbit's AI-enabled platform streamlines compliance related to digital assets, payments, and other financial transactions. Its unique combination of deep subject matter expertise and AI-forward technology have made it a fast-growing disruptor trusted by the world's leading fintechs, marketplaces, digital asset players, Big 4 accounting firms, traditional enterprises, and government agencies. Backed by top-tier Silicon Valley VCs, Taxbit's team is located across offices in San Francisco, New York, Seattle, Salt Lake City, London, Madrid, and Singapore. Opportunity for Impact Taxbit is seeking a Customer Experience Specialist to help launch our new Singapore office. This opportunity reflects Taxbit’s continued global expansion, with this role being a pivotal piece of growing our customer base and network in the APAC region. We are looking for a Customer Experience Specialist to assist our clients that utilize Taxbit’s various SaaS offerings to ensure that we provide them with the most accurate and correct information in a timely manner!  Customer Experience Specialists are expected to represent Taxbit in a professional and friendly manner. You should be comfortable working directly with Taxbit’s enterprise clients within a reasonable time frame. You will strive to become a subject matter expert on Taxbit’s product and have a passion for learning about crypto, tax and accounting.  Our team requires the highest level of teamwork and trust to achieve our organizational goals. This role is based in Singapore. Candidates must be legally authorized to work in Singapore without company-sponsored visa support (e.g., holders of a valid Employment Pass or Permanent Resident status). This role also requires business level fluency in English. Proficiency in Mandarin is preferred.  Role and Responsibilities Deliver a great customer experience, with a focus on Taxbit’s Enterprise SaaS offerings Act as the initial point of communication for our Enterprise customers via our ticketing system. Familiarity with Hubspot is a plus. Actively update, maintain and monitor customer queries in a timely and accurate way Investigate and resolve customer-reported issues on our Crypto Tax and Accounting platforms, identifying causes and providing workarounds or collaborating with Engineering when necessary Identifying customer needs and helping customers use specific features Collaborate with Product, Engineering, and SMEs to resolve complex customer issues and leverage internal tools such as Linear and Retool to track and manage tickets Participate in a rotational 24/7 on-call incident response to address customer-impacting issues Identify gaps or opportunities in existing processes and independently develop solutions to improve team efficiency and customer outcomes Create and maintain internal and customer-facing documentation to enable scalable knowledge sharing Professional Qualifications 3+ years of experience in Customer Support or a related field preferred Proficient written communication and writing skills Excellent cross-team collaboration skills Ability to troubleshoot customer-reported issues and identify underlying causes to support effective resolution Proficiency in data formats and technologies such as CSV, XML, JSON, HTML, APIs, and other relevant programming or markup languages preferred Ability to learn quickly and pivot to different types of projects Comfortable with multitasking and managing multiple priorities simultaneously Comfortable using Excel to organize, analyze, and interpret data Bonus: Experience with blockchain or cryptocurrency data, or a willingness to learn Personal Characteristics Passionate or curious about Crypto Eager learner Self starter Taxbit in the News  https://www.prnewswire.com/news-releases/bybit-collaborates-with-taxbit-to-ensure-seamless-financial-compliance-for-global-and-eu-users-302610053.html https://www.prnewswire.com/news-releases/taxbit-expands-global-platform-to-power-carfdac8-compliance-at-scale-302411671.html https://www.prnewswire.com/news-releases/taxbit-unveils-industry-first-global-reporting-platform-bridging-digital-and-traditional-finance-302304125.html  https://www.prnewswire.com/news-releases/taxbit-named-to-2024-deloitte-technology-fast-500-list-of-fastest-growing-companies-in-north-america-302313123.html& https://www.prnewswire.com/news-releases/taxbit-named-to-2024-deloitte-technology-fast-500-list-of-fastest-growing-companies-in-north-america-302313123.html https://ffnews.com/newsarticle/paytech/taxbit-appoints-former-oecd-advisor-colby-mangels-as-global-head-of-government-solutions/ https://www.taxbit.com/webinars/unlocking-compliance-at-scale-carf-dac8-reporting-for-digital-asset-platforms/    Disclaimers By submitting an application for this role, you certify that the information contained in the application is correct to the best of your knowledge. You understand that to falsify information is grounds for refusing to hire you, or for discharge should you be hired.  For US roles, employment with the Company is at will unless otherwise stated in a written agreement signed by the CEO of the Company.  This means that either the Company or the employee can terminate the employment at any time and for any reason, with or without notice.     Offices: Singapore (Singapore);