We are seeking an experienced Tax Chat Expert with robust knowledge of US Individual Taxation and extensive experience supporting customers through live, real-time chat interactions.
The ideal candidate should have hands-on experience in preparing, reviewing, or supporting US Individual Tax Returns, including 1040, 1040-NR, and 1040-SR.
Key Responsibilities
- Handle live customer chat interactions and provide timely, accurate, and professional assistance.
- Independently resolve customer inquiries and ensure a seamless customer experience.
- Drive first-contact resolution wherever possible.
- Provide accurate tax-related guidance and recommended next steps.
- Ensure compliance with applicable tax laws, regulations, and quality standards.
- Monitor and support the chat quality of preparers and junior team members.
- Maintain accuracy while working within defined handle-time, turnaround-time, and service-level expectations.
- Communicate complex tax concepts in clear and customer-friendly language.
Required Skills
- 4 to 5 years of hands-on experience in US Individual Taxation.
- Experience preparing, reviewing, or supporting 1040, 1040-NR, and 1040-SR.
- Strong written and verbal English communication.
- Excellent live chat and customer-handling skills.
- Ability to explain technical tax concepts in simple and easy-to-understand language.
- Experience working with defined handle-time targets while maintaining quality and compliance.
- English proficiency at B2+ level or above.
- Strong customer-service orientation and compliance-first mindset.
- Flexibility to work US shifts, primarily EST hours.
Qualifications
- Bachelor's degree in Accounting, Finance, or a related field.
- MBA in Accounting & Finance preferred.