Tax Expert | Remote | Part-time

Must be an EA, CPA, or Practicing Attorney Active PTIN Position Summary

The Tax Expert is responsible for assisting customers with tax preparation, tax filing, and tax-related questions through phone, video, and messaging channels. This role serves as a trusted advisor, helping customers confidently complete their tax returns while delivering exceptional customer experiences. Tax Experts leverage tax knowledge, product expertise, and problem-solving skills to ensure accurate tax outcomes and customer satisfaction.

• Provide Customer Tax Support:
  Assist customers with tax preparation and filing by delivering accurate guidance through phone, video, and chat while explaining tax forms, deductions, credits, and filing requirements.
• Maintain Quality and Productivity:
  Meet established quality benchmarks for tNPS and SQS scores, productivity, utilization, and customer satisfaction goals.
• Review Tax Returns:
  Review customer tax returns for accuracy, identify potential errors or tax-saving opportunities, and ensure compliance with applicable federal and state tax regulations.
• Deliver Product Expertise:
  Serve as a subject matter expert on Turbo Tax products by guiding customers through product features, resolving technical issues, and supporting the tax filing process.
• Educate and Support Customers:
  Explain tax concepts, filing outcomes, and recommendations in a clear, easy-to-understand manner while providing professional, empathetic service that builds customer confidence and trust.
• Document Customer Interactions:
  Accurately document customer interactions, resolutions, and case details while maintaining complete and up-to-date records within required systems.
• Ensure Compliance and Professional Readiness:
  Protect customer confidentiality by adhering to all security, privacy, regulatory, and company policies, while completing all required tax law, compliance, product, and proctored training.
• Support Peak Season Operations:
  Maintain schedule adherence, attendance expectations, and operational flexibility to meet business needs during peak tax season.

• Minimum 2+ years of paid Tax Preparation experience
• Active PTIN
• Minimum 30+ federal and state individual 1040 tax returns prepared
• Must possess an active, unrestricted credential: EA, CPA, or Practicing Attorney with strong tax preparation experience and extensive knowledge of tax laws
• Knowledge of federal individual income tax returns.
• Strong customer service and communication skills.
• Ability to work in a fast-paced, high-volume environment.
• Comfortable using multiple technology platforms simultaneously
• Must be available to work during peak (April 10-15)

• Previous experience in a contact center or virtual support environment.
• Experience using Turbo Tax or similar tax preparation software.
• Experience preparing complex individual tax returns.

Highspring LLC (d/b/a Vaco by Highspring) and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") are committed to the full inclusion of all qualified individuals and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by applicable law.

The company is also committed to ensuring that persons who need them are provided with reasonable accommodations; if an accommodation is needed…