Customer Success Champion

What to Expect

We call this role a “customer champion” for a reason! Your role is to be the customer advocate and champion for our business.

• Addressing customer queries through our omni-channel platform and Zoom meetings
• Helping clients at every touchpoint in their journey with us – from first contact to closing out, you will be there to support them!
• Providing an all-star experience by not only being excellent at customer support, but also having a good working knowledge of US expat taxes (don’t worry, we’ll teach you!)
• Navigating our tools and platforms and becoming an expert in all of our processes.
• We’re a tax company, which means deadlines. You will need to work hard and be able to handle being under pressure during the tax season.
• We believe in high standards and no micromanagement – we provide the tools and resources to be successful and trust you to meet these standards.

We’re very proud of our company culture and we’re looking for someone who’s a great fit. We’re a small, tight-knit team – all of us working remotely from home offices. We’re obsessive about customer experience, believe that planning is the key to success, and like to work hard and make things happen-but also live our lives outside of the (home) office too! We’re looking for someone who is confident, reliable, an excellent communicator loves working in a fast-paced team, and is able to get things done with minimal supervision (we don’t like looking over your shoulder and don’t think you’d like that either).

Key

Skills

• Needed
• Excellent communication skills! You need to be able to read between the lines and craft messaging that is warm, friendly, professional and really meets the need of the specific demands of that interaction.
• The ability to convert warm leads at a high volume by setting proper expectations, providing thoughtful responses, and clearly outlining the next steps.
• Ability to identify opportunities to add value by monitoring industry changes, trends, and customer needs.
• Use analytics to manage and measure your success, know where to put additional effort, and prioritize. That means you need to be someone who can manage targets, metrics, and can analyze these metrics, understand what they mean, and make good decisions as a result.
• Excellence in execution: Attention to detail and ability to keep organized/juggle multiple things at once. We’re a seasonal business, so there are times when our inboxes are on fire! This is part of the role and being organized, handling stress well, and being able to juggle high-demand situations comes with the territory.
• We don’t expect you to be an accountant, but you will need to know the ins and outs US expat taxes – the enthusiasm to learn is key here!
• Bonus: current or former expat, or someone who appreciates or gets excited about the expat life.
• Time zone: we’re looking for someone who is in a fixed time zone. We’re not looking for long-term travelers/people who aren’t in the same time zone most of the year.

What We Offer

• The opportunity for you to work with highly talented, communicative, make-it-happen people who also love adventures.
• Very generous time-off policy.
• We have an excellent benefits package that is added on to your compensation for both US and non-US based team members.
• Annual team trip (2023: Mexico City, 2024: Costa Rica, 2025: Ireland, 2026: Morocco)!

Why Join Us?

• Growth Potential: We believe in nurturing talent from within. As part of our team, you’ll have the opportunity to take on new challenges, develop your skills, and advance your career as we scale.
• Small Team, Big Impact: With a close-knit group, you’ll work directly with leadership, offering you a unique chance to shape the direction of our company and contribute meaningfully to our success.
• Autonomy: Employees are trusted with responsibility and given the freedom to make decisions where innovation and new ideas are welcomed and valued.

Company Values

• Integrity Always: We do the right thing even when no one is watching
• Customer Commitment: We take pride in consistently exceeding customer expectations
• Team Mindset: We collaborate and respect each other and acknowledge contributions
• Daily Impact: We act early, making data-driven decisions to achieve and surpass our goals
• Empowered Performance: We equip our team with the trust, resources, and independence needed for success
• Grow Our Own: We nurture and support our team’s abilities, goals, and learning
• Transparent Talk: We champion open and honest communication