Client Support Specialist

About Ascend

Ascend empowers entrepreneurial CPAs to reach their goals with an innovative growth model that brings their firms into the new age. Backed by private equity from people-focused Alpine Investors, Ascend is building a modern platform for regional accounting firms that enables them to stay independent while accessing the resources of a large CPA firm to help them grow. Ascend provides access to growth capital, robust talent acquisition, best‑of‑breed technology, a catalytic leadership system, shared back‑office services, and modernized equity incentives so that firms can surmount today’s industry challenges and reach their full potential.

Founded in January 2023, the company attained revenues sufficient to qualify it as a Top 100 U.S. accounting firm within six months of operations. For more information, visit

Alpine Investors is a people‑driven private equity firm that is committed to building great companies by working with, learning from, and developing exceptional people. Alpine prides itself on fostering cultures where people value empowerment, diversity, fairness, integrity, and intellectual honesty. Founded in 2001, Alpine specializes in investments in companies in the software and services industries. Alpine has over $17 billion in AUM and has offices in San Francisco, New York, and Salt Lake City.

For more information on the firm, visit

We are launching new software that our US clients will use during the tax season, beginning with an experience that has been designed specifically for high‑net‑worth individuals. While the software significantly simplifies client workflows, we recognize that change, especially during tax season, can be frustrating for clients.

Enable frictionless adoption of the client portal by proactively supporting clients, addressing concerns with empathy, and providing clear guidance through documentation, short videos, and direct interactions.

• Respond to client inquiries via email and phone regarding portal usage, issues, and general concerns.
• Walk clients through problems calmly and professionally, even when they are frustrated or resistant to change.
• Build trust with clients by listening, acknowledging pain points, and guiding them to resolution.

• Create short instructional videos and written help documents that explain how to use the portal.
• Continuously refine support materials based on recurring client questions and feedback.
• Translate accounting and technology concepts into simple, client‑friendly explanations.

• Identify common client pain points and share insights with the Product and Deployment teams.
• Act as a voice of the client during early product rollout and iteration.
• Help improve onboarding flows by spotting friction early.

• 2–3 years of experience in bookkeeping, accounting, or a closely related role.
• Hands‑on experience working with accounting or financial technology platforms.
• Strong written and verbal communication skills.
• Comfort interacting directly with clients, including managing difficult or emotional conversations.
• A service‑oriented mindset with a strong sense of ownership.

While experience matters, attitude, empathy, and willingness to help clients through change are more important than years on a résumé.

• Experience supporting high‑net‑worth individuals or professional services clients.
• Comfort creating short screen‑recorded videos or help documentation.
• Familiarity with tax workflows or document collection processes.

• Reports to:
  
  Manager of Product Deployment.
• This role does not have direct people management responsibilities.

• Remote (work from home).
• Openness to occasional travel to West Coast US is strongly preferred.

• Mid‑level individual contributor.

This role sits at the intersection of product, clients, and trust. You will directly influence how clients perceive our platform during a moment of change and ensure that a strong product delivers real‑world value with…