Client Support

K1X

Client Support Specialist delivering AI-powered customer support through ticketing and messaging for a tax software company. Collaborating with teams to enhance the client experience and optimize AI tools.

Posted 5/6/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Provide fast, professional, and empathetic customer support through messaging and ticketing channels
Manage multiple client conversations simultaneously, ensuring timely responses and effective issue resolution
Document and escalate complex cases to Product, Engineering, or Client Success teams when necessary
Partner with the Client Success team to deliver seamless client experiences across support and account management
Leverage AI tools to enhance client interactions and improve ticket resolution efficiency
Analyze client inquiries to identify insights and recommend opportunities to optimize AI-powered 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 proactively identify areas for improvement
Collaborate with Product and Engineering teams to surface recurring issues and advocate for product enhancements
Contribute to internal documentation and training materials to strengthen support processes

Requirements

What you’ll need

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 – you’re always looking for better ways to support clients
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

Benefits

Comp & perks

Unlimited Vacation Policy + Sick Time
Fully Remote Opportunity
Benefits/401K
Growing Startup Culture
Unlimited Vacation Policy + Sick Time + Holidays
Paid Parental Leave
Fully Remote Opportunity
Healthcare Benefits and 401K
Growing Startup Culture

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer supporttechnical customer serviceproblem-solvingAI-powered chatbotsautomated workflowsknowledge base managementticket resolution

Soft Skills

empathycommunicationcuriosity-driven mindsetadaptabilitytime management