Customer Support Specialist, Tax Form Escalations Team

Brooklyn, NY 11201

Category: Support Job Number: 18373

Job Description

Customer Support Specialist, Member Services - Tax Form Escalations Team

Job Type & Duration: 3-month contract

Work Location Options:  We are considering remote teammates willing to work in typical Eastern Standard Time Zone business hours, for this position. 3 different work mode options are available to meet the variety of needs and preferences of our team outlined below. This role is to be filled outside the states of California or Colorado. 

  1. Remote mode
  2. Flex mode for candidates who are comfortable traveling to an office location 2+ times per week
  3. Office-based mode in Brooklyn, NY HQ

About the Role:
This is a full-time contract position reporting to the Senior Product Insights Payments Manager. The Member Services team is our customer support organization, responsible for delivering effortless, human support to buyers and sellers. We are looking for someone motivated, organized, and diligent who can help our sellers and our support agents with tax form questions and edits from January 2nd through April 1st.  

As the Customer Support Specialist for Tax Form Escalations, you will partner closely with our internal tax team, our Seller Product Insights team, and our support agents. Ideally you’ll have experience in customer support and/or with 1099K and W8 tax forms. You’ll be tasked with helping find answers for our agents’ questions about tax forms, editing sellers tax forms and guiding them on the process through 1:1 support, and communicating issues and trends you’re seeing from sellers with our tax team and our Product Insights team. Your success will be measured by support tickets solved and CES (customer effort score, a survey we share with sellers to gauge how effectively we resolved their issues).

Responsibilities

  • Liaise between customer support agents and our tax team during the compliance season
  • Navigate and help sellers and agents with the W-8 process
  • Document tax issues, where sellers need additional internal support
  • Assist with 1099k tax form edits and other customer concerns
  • Respond to seller tax customer support contacts

Requirements:

  • Experience in customer support and/or tax form preparations
  • Comfort with task-based work
  • Diligence in resolving sellers issues and advocating for their needs
  • Experience with support tools (Zendesk, Lessonly, Guru)
  • A trust in and dedication to company vision, mission and values

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Meet the Recruiter

John Pittman

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