Client Support

3 days ago
Full-time
Senior
Customer and Technical Support
K1x

K1x

K1X is a 'fintech' company specializing in AI automation software for K 1s, K 3s, and 990s. With a team of experts in the financial industry, we aim to revolutionize the K 1 experience by digitizing the traditionally analog process through our cutting-...

Internet Software & Services
51-250
Founded 2022
$15M raised

Description

  • Provide fast, professional, and empathetic support through messaging and ticketing channels.
  • Manage multiple client conversations simultaneously and ensure timely issue resolution.
  • Document, triage, and escalate complex cases to Product, Engineering, or Client Success teams when needed.
  • Partner with the Client Success team to deliver seamless client experiences across support and account management.
  • Use AI tools to improve client interactions and support ticket resolution efficiency.
  • Analyze client inquiries to identify trends and recommend improvements to chatbots, self-help resources, and automated workflows.
  • Expand and refine the knowledge base to address recurring questions and emerging product issues.
  • Monitor support trends and client feedback to identify opportunities for process improvement.
  • Collaborate with Product and Engineering to surface recurring issues and advocate for product enhancements.
  • Contribute to internal documentation and training materials that strengthen support processes.

Requirements

  • 5-7 years of experience in client support or technical customer service, ideally in a B2B SaaS environment.
  • Experience managing messaging-based customer interactions and handling multiple conversations at once.
  • Familiarity with Zendesk, HubSpot, or other service hub platforms.
  • Experience with AI-driven support tools is a plus.
  • Strong problem-solving skills and a curiosity-driven mindset.
  • Ability to communicate with mid-market and enterprise clients in a professional, brand-aligned manner.
  • Comfort working in a fast-paced, evolving environment with a willingness to adapt and optimize.
  • Experience in AI-powered support, automation, or self-service optimization is preferred.
  • Background supporting clients in a tax software or similar complex software environment is preferred.

Benefits

  • 100% remote work environment.
  • Unlimited PTO, holidays, and sick time.
  • Healthcare benefits.
  • 401(k) access.
  • Paid parental leave.
  • Growing startup culture.
  • Exposure to cutting-edge AI, automation, and self-service technologies.
  • Clear career progression into senior support or client success roles within one year.

Interested in this position?

Apply directly on the company website

Apply Now

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