Tax Customer Support Representative

About Instead

Instead is a tax platform designed to help taxpayers and tax professionals collaborate to save money on taxes. As the first company in decades to receive IRS approvals to E-file 1040, 1041, 1120, 1120S, and 1065 — we're re-inventing a complex category. Founded in 2023, Instead combines LLMs with tax law to make tax management a continuous, proactive process rather than a dreaded annual deadline.

Instead's investors include Sarah Guo from Conviction (conviction.com), IRIS (irisglobal.com) the largest tax software provider in the UK and many of our partners and customers who believe in our mission and vision. The Instead team comprises talented leaders from leading tax, financial services and fintech companies — Gusto, Intuit, Zenefits, Thomson Reuters, Wolters Kluwer — as well as top tax & accounting firms such as PwC, BDO, RSM, and KPMG.

Instead was a 2024 Innovation Award Finalist in CPA Practice Advisor. Instead's CEO, Andrew Argue, is a CPA and has been named Top 100 Most Influential People in the Accounting Profession twice - Ones To Watch and CPA Practice Advisors 20 under 40.

About the Role

We're seeking a motivated Tax Customer Support Representative to help clients discover tax savings through strategic planning and implementation using the Instead software platform. In this year-round, client-facing role, you’ll work with individuals and businesses to identify tax strategies, guide them through implementation, and ensure seamless execution from planning to filing.

You’ll support and maintain Instead.com while collaborating with our U.S.-based customer support agents, our team in India, and tax and accounting firm partners to deliver comprehensive and exceptional customer service.

What You’ll Do

• Provide support to internal and external clients via chat, email, phone, and Zoom
• Onboard new clients, helping them navigate our innovative tax software and troubleshoot issues or escalate feature requests as needed
• Handle customer support inquiries across platforms, including Slack, Email, Zendesk, and Intercom
• Collaborate with cross-functional teams—Sales, Finance, Marketing, and Product—to ensure the software remains user-friendly and accurate
• Maintain our internal account management system, ensuring all active and churned accounts are properly updated

What You’ll Need

• 3+ years of direct customer support experience
• Strong attention to detail with excellent troubleshooting and problem-solving skills
• Ability to identify and analyze software issues, offering solutions or escalating appropriately
• Comfortable working collaboratively in a fast-paced, team-oriented environment
• Strong communication skills with a client-first mindset
• Passion for learning and adapting in a constantly evolving space
• Ability to make clients feel heard and supported, acting as their advocate when challenges arise

Nice to Have

• Active or in-progress Enrolled Agent (EA) license
• Experience supporting software products across multiple support channels
• Background in tax planning or preparation
  Familiarity with working alongside U.S.-based accounting or tax firms
• Experience using platforms such as Salesforce and Intercom
• Experience working at H&R Block, Thomson Reuters, Wolters Kluwer, Intuit, etc

Why Join Us

• Work with a cutting-edge tax technology platform that’s transforming the industry
• Join a collaborative, mission-driven team focused on delivering value
• Competitive compensation and benefits
• Get hands-on exposure to complex tax scenarios across various industries
• Enjoy a supportive environment with mentorship and career advancement opportunities
• Help tax professionals implement and file accurately, enabling effective tax planning and compliance
• Build lasting client relationships and make a tangible impact on their financial outcomes
• Be part of the future of tax technology—Instead is the first product in decades to receive IRS approval to e-file 1040, 1041, 1120, 1120S, and 1065 forms
  
  

Equal Opportunity Employer - M/F/D/V

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

We trust our team with sensitive information, so all candidates who receive and accept employment offers must complete a background check before joining us.