Partner Support Specialist Customer Support

Partner Support Specialist - (Customer Support)

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Job Title: Partner Support Specialist

Reports to: Manager, Partner Support

Department: Partner Success

Duration: Full-time, Exempt

Location: Coconut Grove, FL (In-office role with remote work flexibility)

Base Annual Salary: $45,000 - $55,000 (commensurate with experience) plus up to $6,000 bonus.

Taxfyle is a leading provider of online tax preparation services, revolutionizing the way individuals and businesses file their taxes. Our home office is located in Coconut Grove, FL. Our platform connects users with certified tax professionals, ensuring a seamless, efficient, and accurate tax filing experience. We are dedicated to making tax filing easy and accessible for everyone, and we are looking for talented individuals to join our innovative team during the busy tax season.

As a Partner Support Specialist, you will be the first line of support for both tax professionals and end clients. In this role, you’ll help ensure jobs flow smoothly by addressing onboarding questions, triaging issues, and escalating as needed. Your work supports a high-quality experience for clients and tax professionals across our B2B2C and B2C channels. This position requires a high level of organization, responsiveness, and comfort working in a fast‑paced support environment.

• Triage and manage Help Desk tickets, provider emails, and support inquiries from tax pros and clients.
• Provide timely support for initial questions during pro or client onboarding (excluding B2B firms and Partners).
• Actively engage in the Pro Slack network to offer guidance, answer questions, and flag recurring themes.
• Escalate high-priority or unresolved issues to internal teams with the necessary context to resolve them efficiently.
• Ensure consistent response time adherence by meeting internal SLA expectations.
• Accurately update job scope change requests in a timely manner to avoid delays in workflow.
• Audit assigned job flows regularly to confirm jobs are progressing appropriately across both B2B2C and B2C segments.
• Create and maintain comprehensive support content, including external knowledge base articles and internal documentation, to ensure alignment with current processes, tools, and partner standards.
• Respond promptly and courteously to inquiries, ensuring a high-quality service experience.
• Carefully monitor job statuses, support tickets, and data updates to prevent errors and workflow delays, demonstrating accuracy and thoroughness in documentation and communication.
• Identify issues proactively and apply sound judgment in resolving or escalating them. Gather relevant context to support effective resolution by internal teams.
• Maintain productivity and composure in a fast‑paced environment, adapting quickly to evolving processes, tools, and support channels.
• Work cooperatively with other support team members and cross‑functional partners, sharing information and contributing to a positive, knowledge‑sharing culture.
• Takes responsibility for assigned tasks without needing prompting, actively seeking opportunities to improve support processes and contribute to team efficiency.
• Demonstrates discretion, professionalism, and respect in all interactions, upholding confidentiality and representing the company’s values in every client and colleague interaction.

• Bachelor’s degree in a related field and a minimum of 1–3 years of experience in a customer support or client‑facing role, preferably in a SaaS, tech, or professional services environment.
• Strong written and verbal communication skills with the ability to convey information clearly and professionally.
• Highly organized and detail‑oriented, with the ability to manage multiple tasks and priorities simultaneously.
• Familiarity with help desk systems and customer support tools (e.g., Hubspot, Intercom, Slack).
• Comfortable navigating internal documentation, knowledge bases, and CRM tools.
• Demonstrated problem‑solving skills and a proactive approach to issue resolution.
• Experience or familiarity with tax, accounting, or financial services is a plus.
• A team player who thrives in a…