Taxfix

Customer Support Intern

Taxfix

internship

Posted on:

Origin:  • 🇬🇧 United Kingdom

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Job Level

Entry Level

About the role

  • Respond to customer inquiries via live chat, email, and phone with empathy and accuracy, targeting first response under 2 minutes and CSAT ≥85%.
  • Troubleshoot customer and accountant issues, resolving the majority on first contact and ensuring resolution within 24 hours.
  • Identify and share feedback trends with internal teams to improve customer experience, delivering at least 10 actionable insights per quarter.
  • Support accountant partners, maintaining satisfaction ratings of 90% or higher.
  • Develop subject-matter expertise in UK tax processes and product features; contribute 5–10 help-centre articles each quarter.
  • Collaborate with Product and Engineering to raise and track technical issues; document and ensure critical bugs are resolved.
  • Maintain high-quality standards in interactions, align with internal QA metrics, and ensure GDPR and company policy compliance.
  • Track key performance data using spreadsheets and internal tools; support Ops in compiling quarterly team performance reports.
  • Manage seasonal peaks (Nov–Jan), handling a 30–40% increase in support volume without compromising quality or speed.
  • Proactively suggest and help implement at least three improvements per year to support tools or workflows.

Requirements

  • 1–2 years of experience in a customer-facing support role (live chat, email, or phone).
  • Confident resolving issues independently within service-level targets.
  • Clear, empathetic communicator able to simplify tax-heavy topics.
  • Technically comfortable navigating multiple platforms (e.g., Intercom, Zendesk, Slack, Notion).
  • Analytical problem-solving: spotting patterns, troubleshooting, and escalating with context.
  • Experience collaborating with Ops, Product, or Engineering teams to resolve customer issues.
  • Confident using spreadsheets (Google Sheets or Excel) for basic analysis and reporting.
  • Curious and proactive about learning UK tax processes and the product.
  • Bonus: experience in fintech or seasonal environments, contributed to help centre content, or multilingual skills.
  • Familiarity with generative AI tools.