Tax Customer Support Specialist

ABOUT THE ROLE

The Tax Customer Support Specialist is an experienced, phone-based role responsible for ensuring tax files are complete, accurate, and fully prepared for submission by our licensed Tax Preparers. This role serves as a critical quality and readiness checkpoint within the tax preparation workflow.

You will independently review client tax documentation, identify gaps or inconsistencies, and proactively engage with clients to obtain missing information. Once files are deemed complete, you will advance cases to a “preparer-ready” stage, enabling efficient and timely filing.

This role requires sound tax knowledge, excellent client communication skills, and the ability to independently manage a caseload while feeling comfortable and energized spending an average of 4+ hours daily on the phone guiding clients through tax documents and preparing their files for tax preparation.

We’re all about that in-person vibe, so this role is 100% on-site. If you’re excited to work side-by-side with our team (or are ready to make the move), you’ll feel right at home. If not, we kindly ask you to hold off on applying. Thanks for understanding!

HOW YOU’LL BE REWARDED

At TaxRise, Inc., we believe in rewarding expertise and performance. Team members in this role receive competitive hourly pay plus a monthly bonus tied to productivity, accuracy, and case progression.

Base Pay: $24.00 – $26.00 per hour (full-time, 40 hours per week). Occasional overtime may be required based on business needs.

Monthly Bonus: Average bonus potential of $750 - $1,500 

WHAT YOU’LL DO

• Review and validate client tax documentation, including W-2s, 1099s, prior-year returns, IRS notices, business income records, and asset or property sale documents
• Assess file completeness and readiness for tax preparation, ensuring all required documentation is present and accurate
• Proactively contact clients via phone, email, and CRM tasks to request missing or incomplete information
• Serve as a trusted point of contact for clients during the documentation and readiness phase
• Clearly explain documentation requirements, timelines, and next steps using client-friendly language
• Maintain detailed and accurate case notes, document tracking, and follow-up activity within the CRM
• Manage a dedicated caseload while meeting quality, timeliness, and productivity expectations
• Work closely with Tax Preparers to support efficient preparation and filing of returns by delivering complete, well-organized, and accurate files
• Escalate complex or unusual tax scenarios to leadership or licensed preparers when appropriate

WHAT YOU’LL NEED TO HAVE

• Strong working knowledge of common tax forms (W-2s, 1099s, prior-year returns, IRS notices)
• Experience supporting self-employed individuals, business owners, or clients with property or asset sales is strongly preferred
• Excellent attention to detail and ability to identify missing or inconsistent tax information
• Professional, confident verbal and written communication skills
• Ability to manage multiple cases in a fast-paced, deadline-driven environment
• Comfort using CRM systems and document management tools
• Client-first mindset with the ability to balance empathy and accountability

Note: This role does not prepare or file tax returns.