Overview
This virtual, customer-facing role supports customers by providing expert guidance, tax preparation, and clear explanations of tax and technical terms. The work also includes participation in shaping and validating new product experiences.
Responsibilities
- Use video communications software to interact with customers and provide support.
- Help customers who are working on their tax returns or have delegated their tax returns with:
- Tax advice
- Full Service Business return preparation and signature
- Product/software inquiries
- Understanding tax calculations
- Filing tax extensions
- Create high-quality customer interactions that build confidence through empathy and deep expertise in business tax preparation and books-to-tax accounting entries.
- Use government websites, professional resources, and team expertise to find and deliver accurate answers in everyday language.
- Apply defined practices, procedures, and policies to troubleshoot and resolve customer tax advice and tax return preparation questions.
- Document customer interactions.
- Work toward meeting company key performance metrics and Big Bet Goals.
- Participate in pilot testing, projects, and experience validations, as needed.
- Complete all required training and development determined by the business, including compliance trainings, proficiency-based up-skilling, cross-training of other products or offerings, and professional development (training requirements may change based on business needs).
Qualifications
- 3 or more years of recent experience preparing federal and state business tax returns (1065 and/or 1120-S) for at least 20 clients/customers per season for compensation, using commercial tax preparation software.
- Active unrestricted credential: EA (Enrolled Agent), CPA (Certified Public Accountant), or Practicing Attorney.
- 2 or more years of recent experience preparing federal and state individual 1040 tax returns for clients/customers for compensation, using commercial tax preparation software.
- Bookkeeping experience with books-to-tax preparation is strongly preferred.
- Experience preparing Schedule C returns (sole proprietorships) is required.
- Experience preparing Business Tax returns for service industry customers is required.
- Must possess or be able to obtain any related state licenses, certificates, permits, or bonds.
- Must possess an active Preparer Tax Identification Number (PTIN).
- Working knowledge of Circular 230.
- Proficient with technology, including solid knowledge of computer operations and software.
- Strong customer service skills, including the ability to interact professionally via video and audio tools.
- Excellent verbal and written communication skills.
- Critical thinking, problem solving, research skills, and determination.
- Ability to work in a fast-paced environment with minimal supervision.
- Ability to work during peak filing periods, including the March 15 and April 15 deadlines.
- Must have (or be willing to obtain) a dedicated hardwired internet connection that meets company security criteria and a quiet work location.
- Must reside in the United States.
Compensation & Benefits
Expected base pay range for this position:
- Bay Area California: $41.51 - $53.04
- Southern California: $41.51 - $53.04
- Colorado: $39.53 - $50.51
- New York: $41.51 - $53.04
- Washington: $41.51 - $53.04
This position will be eligible for a cash bonus, equity rewards, and benefits in accordance with applicable plans and programs. Pay offered is based on job-related knowledge, skills, experience, and work location. Regular comparisons are conducted across categories of ethnicity and gender to help drive ongoing pay equity.
Location
United States (virtual role; must reside in the United States).