Taxfix

Operations

• Administer and continuously improve our Zendesk platform across modules like Support, Guide, Chat, and Talk, ensuring it's aligned with operational needs and scalable growth.
• Design, implement, and maintain automations, triggers, and workflows to enhance team productivity and drive consistent service quality.
• Own the full operational tooling ecosystem—including knowledge management, QA, WFM, internal comms platforms and other customer-facing platforms — and ensure tools are integrated and governed effectively.
• Collaborate with engineering and data teams to integrate systems via APIs and webhooks, enabling a connected ecosystem between Zendesk, our CRM, data warehouse, HRIS, and more.
• Build reliable reporting pipelines, combining multiple data sources into a single source of truth to enable strategic decision-making.
• Monitor and troubleshoot system issues, coordinate with vendors, and drive resolution to ensure system reliability.
• Maintain comprehensive documentation for all systems, configurations, and admin processes to ensure continuity and knowledge sharing.
• Lead and contribute to continuous improvement initiatives that enhance tool usage, processes, and customer experience.

Senior Operations Tooling Manager

Customer Support

• 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.

Customer Support Intern

Financial Planning and Analysis

• Shape financial strategy through high-level strategic business planning, complex budgeting, and forecasting.
• Lead the preparation and monitoring of business, liquidity, and budget planning, ensuring alignment with company goals and strategic direction.
• Take full ownership of key financial processes, including customer acquisition, staff, and OpEx planning.
• Create financial presentations and reports for board meetings, fundraising rounds, and other senior-level engagements.
• Conduct in-depth variance analysis and strategic ad-hoc analyses to guide senior management’s decision-making.
• Develop advanced financial insights and reports for senior stakeholders, driving forward financial acumen.
• Partner with cross-functional teams, especially data, to create dynamic financial dashboards and deliver actionable insights to leadership.
• Work closely with senior stakeholders, providing business partnering and strategic guidance on financial matters.
• Lead and manage independent projects aimed at improving reporting and planning processes across the organization.
• Report directly to the Director of FP&A and collaborate with accounting, marketing, product, and data teams.

Senior FP&A Analyst

Communications

• Every year millions of people are either filing their taxes in fear or giving up on their tax refund altogether; Taxfix builds an intuitive app enabling anyone to file their taxes with confidence.
• Team spread across Germany, Spain and the UK, including tax experts, developers, and IT security experts.
• Conduct desk and user research as well as quantitative analyses to draw effective conclusions.
• Calculate business cases to evaluate the viability of business opportunities.
• Assist in preparing presentations and workshops for top-management decisions and investors.
• Support end-to-end project management and contribute to strategic partnership management.
• Craft strategic communication for a wide range of audiences and take ownership of real projects with exposure to leadership.

Senior Operations Tooling Manager

Customer Support Intern

Senior FP&A Analyst

Strategy and Communications Intern