Benefits of joining the TaxJar team Our perks and benefits are in transition as we begin our exciting journey with Stripe. During this brief transition period, candidates will onboard with TaxJar's existing programs that include generous health and wellness benefits. Once the transition is complete, TaxJar teammates will be eligible for a suite of competitive and generous perks and benefits with Stripe. Your TaxJar Candidate Experience Specialist can share additional details.
As a Customer Onboarding Specialist, you will
Establish working partnerships with customers and their implementation teams
Spend time on calls, listening and talking to customers
Understand the requirements and needs of a customer during the onboarding process
Work closely with the Account Executive to ensure a smooth handoff from pre-sales to post-sales
Work across teams and provide thoughtful workarounds for customers using excellent communication skills to explain any pros and cons to the customer
Share feedback with the Professional team based on customer interactions to improve the product and onboarding experience
Work with your internal resources to provide the customer with the right training and external resources for their needs
Patiently and enthusiastically teach a customer about sales tax and TaxJar’s products via phone or email
Work with Account Managers to identify key Professional accounts
Requirements:
Bachelor's degree from an accredited college/university or equivalent experience
Strong customer service experience
Strong written and verbal communication skills
Ability to translate complex topics into simple language that can be easily understood by customers without sales tax knowledge
Be an analytical and organized planner
Ability to handle sensitive issues with professionalism and care
Tech-savvy and able to learn new software quickly, efficiently, and effectively
Have experience working with APIs and e-commerce software
Ability to adapt to a constantly changing environment
Ability to prioritize time-sensitive tasks as they arise
Benefits:
Excellent health, vision, and dental benefits
Flexible vacation policy
12 week paid maternity/ 6 week paid paternity leave
You Will:
Establish working partnerships with customers and their development teams
Spend time on calls, listening and talking to customers
Understand the technical requirements and needs of a customer during the onboarding process
Work closely with the TaxJar API and be an expert on our integrations, including ERP integrations, using the TaxJar API
Work across teams and provide thoughtful workarounds for customers using excellent communication skills to explain any pros and cons to the customer
Share feedback with the Professional team based on customer interactions to improve the product and onboarding experience
Be knowledgeable about the near term roadmap and able to speak to it with customers
Patiently and enthusiastically teach a customer about sales tax and TaxJar’s products via phone or email
Work with Account Managers to identify key Professional accounts
Requirements:
Bachelor's degree from an accredited college/university
Tech-savvy and able to learn new software quickly, efficiently, and effectively
Have experience working with APIs
Have experience teaching and guiding customers to use APIs
Strong customer service experience
Strong written and verbal communication skills
Ability to translate complex topics into simple language that can be easily understood by customers without sales tax knowledge
Keen ability to dig into issues that are unfamiliar and report findings in a logical, organized manner
Ability to handle sensitive issues with professionalism and care
Ability to adapt to a constantly changing environment
Ability to prioritize time-sensitive tasks as they arise
Benefits:
Excellent health, vision, and dental benefits
Flexible vacation policy
12 week paid maternity/ 6 week paid paternity leave
Responsibilities
This role combines traditional training and enablement, with responsibilities for leadership, organizational development, and program development
Set forth a strategy and vision of the training program which enables TaxJar to scale effectively
Stay apace of the ever-changing technology landscape while identifying potential vendors/partners whose capabilities may fill gaps in our onboarding/training offering or streamline current processes
Lead a team that is designing and delivering ongoing training for the customer experience team, as well as customers and partners
Ensure the learning experience is engaging while growing both breadth and depth of product knowledge
Manage execution of the Customer Experience team on-boarding process; this will involve partnering with various cross-functional leaders and managers
Utilize Basecamp and Monday.com (or other project management tools), Thought Industries (LMS), Salesforce Service Cloud, and other tools to increase team member effectiveness and contributions through data-driven analysis
Partner with business stakeholders, such as Marketing and Revenue to review outcomes and align on prioritizing projects month over month
Increase internal utilization and awareness of existing platforms and tools
Requirements
5+ years of progressive experience in a training and leadership role, preferably in a customer-facing role in a SaaS company.
Technical expertise launching web-based solutions across multiple lines of business
Comfortable leading presentations and proven ability to coach others
High energy, enthusiastic, and growth-mindset communication style
Ability to function independently as well as part of a team
Ability to travel occasionally as required
Experience delivering engaging and effective training materials with monitored performance metrics
Experience with Basecamp and Monday.com or similar project management tools a plus
Experience as an administrator of a Learning Management System (LMS)
Benefits:
Excellent health, vision, and dental benefits
Flexible vacation policy
12 week paid maternity/ 6 week paid paternity leave
Experience you may have on your resume:
1 or more years of SaaS technical support
Customer-facing communication as well as internal documentation experience
Familiarity with two or more languages such as Ruby/Ruby on Rails, PHP, JavaScript/Node, Python, Java, C#/.NET, Go
Integrating systems and tools utilizing APIs
Supporting APIs by utilizing troubleshooting tools such as Postman and logging systems
Supporting eCommerce platforms, integrations, or ERPs
What are the job responsibilities?
Our Software Support Engineers are the final destination of escalation within our Customer Support team for customers who have questions about using TaxJar. You’ll provide customers with the best solution based on the information they provide to your questions during troubleshooting, coupled with your knowledge of TaxJar's products and services.
You’ll research, troubleshoot, and respond to customers to resolve questions around our API, eCommerce integrations, as well as tax rate and reporting questions for TaxJar products.
Create detailed Jira cards for the Product and Engineering teams when issues that need development work are discovered.
Document a resolution path for cases that you work through to reduce future resolution times for the Support Engineering team as well as the Tier 1 Support teams to deflect future T1 escalations to Support Engineering.
Collaborate with the Onboarding, T1 Support, and AutoFile teams to represent the voice of our customers in cross-functional internal conversations and initiatives.
I’m not a sales tax expert; what will onboarding look like?
During your ramp-up period, you’ll get exposed to sales tax and the TaxJar products and services in a phased approach. A few key pieces of support you can expect along the way are:
Access to all existing internal employee documentation around product behavior and case troubleshooting
Access to our internal onboarding LMS modules
Training in best practices for communicating with our customers
Internal draft review of your responses to customers to help build your confidence while you onboard
Key Performance Indicator milestones for completing onboarding materials, as well as weekly case metrics
Regular pairing sessions with the wider team of knowledgeable and collaborative Software Support Engineers
Weekly 1:1’s with your coach
TaxJar’s remote-only team is growing quickly and we’re currently looking for a Support Analyst who wants to make a difference on a growing Customer Services team. This is a contract, full-time remote position, available to folks located in the continental US only.
This job is not run-of-the-mill, typical, or traditional.
Do you thrive on helping people solve complex problems?
Are your people skills your best asset?
Do you love helping entrepreneurs shape their destinies?
If your answer is yes, you may be our next Support Analyst Contractor!
Who you are:
You’re support professional. Customer service is your thing. You delight in details and have mastered the art of reading subtext so you truly “hear” the unspoken detail of what customers are asking. You are extremely patient (Sales tax is complex and can be painful to understand. Our goal is to ease that pain.) and you’re able to approach success from the customer’s point of view and explain complex concepts in easy to understand language. You’re also courteous, a skilled de-escalator, adaptable, and open to feedback.
You’re a skilled writer. We mean it--you’re seriously good. Beyond the basics of grammar and punctuation, you’re a champion listener--you understand exactly where your customer is in their problem-solving journey. From there, you’re able to explain just what they need to know in response to their question and phrase your response in a way that’s a perfect fit for that customer’s specific scenario. You know how to read the room support ticket and strike a balance of not too much information, and not too little...but just the right amount of detail! You’ll also put your wordsmithing skills to use by contributing to our customer-facing Knowledge Base, responding to questions in our Customer Community, and adding helpful resources to our internal Wiki.
You enjoy wading a little deeper into the waters of technology. You don’t need to be an Engineer or know how to code, but this Support team uses tools like SumoLogic and Postman, as well as our own API documentation along with internal databases and analysis tools to debug customer questions about our sales tax API. We’ll teach you how to use the tools--but it’s a bonus if you’re already familiar with these!
Collaboration makes you happy. We’re a team that’s always looking for a way to make things better--whether that means meticulously documenting customer feedback to share with other internal teams or breaking down our workday processes and brainstorming ways to improve them and make our team’s workflow a bit more efficient.
Documentation is your first step for troubleshooting everything. We operate using the Knowledge-Centered Service methodology, which means that our workday is a cycle of consulting existing documentation from previous cases to solve new cases. And, when you work on a case with an outcome that hasn’t yet been documented, you’ll create internal Wiki documentation and customer-facing KB or community content for that scenario after the case is resolved.
You’re a pro at managing and prioritizing information flow - Our internal teams are always working on something new and new projects and initiatives progress at a fast pace. Most detail about what’s happening cross-functionally is shared in writing, which means a firehose of information gets posted to our company communication platform every day. We recommend some helpful ways to prioritize the items that are important to your day-to-day responsibilities. But, you’ll also need to be comfortable experimenting to find the flow of information that works best for you, to ensure you stay in the know about the things that affect your role as a Service Desk Analyst.
You motivate yourself. We’re always learning and growing, both individually and as a team. You’ll be a great fit on this team if a focus on continual improvement is already an important value of your own.
You love working as part of a team. This is a fully remote team, so you’re confident in your customer support skills and comfortable working asynchronously with a focus on process and documentation to guide your decision-making. But, we’re also customer-facing, so we work schedules that pretty closely align to “office hours'' to ensure our customers’ needs are met. And because our workload is often connected to a customer waiting for an answer, we’re sensitive to quickly acknowledging and responding to our support team’s internal requests for assistance and guidance. So, even though we’re all in different locations in our own office spaces, we’re ready and willing as a team to spring into action with resources, ideas and suggestions if one of the team needs help!
What you’ll do here:
Provide exceptional customer service responding to phone, e-mail, chat, and community support requests with a sense of urgency.
Learn all about sales tax (it’s a big topic!) as it relates to TaxJar’s products and services and be knowledgeable to patiently and courteously communicate this information to our customers.
Categorize and respond to support and billing questions about our product, as well as sales tax compliance. The Frontline team resolves the majority of questions we receive, though there will be some cases that will require you to do some research and troubleshooting before escalating to other teams.
Collaborate with team members around ways to improve workflow and efficiency--just because a process is done one way today doesn’t mean it should stay that way forever. We’re always looking for ways to improve on existing processes and workflows and everyone’s ideas are heard, respected, and thoughtfully considered.
Clearly identify documents, and track customer requests, feedback issues, and product problems in our company’s feedback tools in order to capture the voice of our customers for cross-functional teams.
Bring your curiosity to work every day! Asking the “why” and “how” questions is a great way to dig past the surface of a question or problem on the path to resolution.
Take an active role in contributing to our internal and external documentation
Escalate critical customer situations to the appropriate level of management and Tier 2 support
Play an impactful role in a culture that prioritizes shipping products and going to market quickly
What you’ve previously done:
Spent 2+ years in eCommerce or SaaS support or customer service experience within the technical industry
Worked in a fast-paced, high volume support environment
Written content for a knowledge base or Wiki
Demonstrated success exceeding customer expectations
We have an immediate opening on the Professional Support Team for those who want to help us make e-commerce easier for everyone.
*This is a full-time remote position based in the US only.
Support Analyst (Pro Team)
As a Support Analyst (Pro Team), you will:
Provide ongoing SaaS product, API tier 1, and sales tax support for Professional customers via email cases and phone
Spend a few hours a day on support-related calls with customers
Manage customer cases based on our support SLAs
Be able to understand the features and needs that are important for each customer and their business
Partner with Account Managers on escalations and customer calls
Work across teams and provide thoughtful solutions for customers
Track Professional customer requests and trending issues, what is most important to Professional customers, and how we can best support them
Share feedback with the Professional team based on customer interactions to improve the product and onboarding experience
Requirements:
Expert-level customer support experience
Strong written and verbal communication skills
Experience providing customer support over the phone
Ability to translate complex topics into simple language that can be easily understood by customers without sales tax knowledge
Keen ability to dig into issues that are unfamiliar and report findings in a logical, organized manner
Ability to investigate an issue thoroughly, document any findings, and see it through to completion
Ability to handle sensitive issues with professionalism and care
Tech-savvy and able to learn new software quickly
Have experience working with APIs and e-commerce software
Ability to adapt to a constantly changing environment
Ability to prioritize time-sensitive tasks as they arise
For this role, we’re looking for people who:
Are based in the US
Value working remotely and thrive in that environment
Excel at communication and collaboration
Highly value working with people they like and respect
Are self-sufficient and self-motivated
Are open, accountable, and very receptive to feedback
Are confident with their skills and love being part of a team (we’re peers here, no egos please) but are also comfortable working asynchronously
Are a positive and exceptional team player - hungry, humble, and empathetic.
Benefits:
Excellent health, vision, and dental benefits
Flexible vacation policy
12 week paid maternity/ 6 week paid paternity leave.
A day in the life
Partner with hiring managers as well as others on the Candidate Experience Team to determine needs and conduct recruiting strategy meetings to understand candidate profile
Perform Full Cycle recruiting for a variety of openings; reviewing resumes, interviewing candidates, scheduling interviews, and partnering with the hiring team through the selection and offer process
Proactively source and identify talent using traditional and non-traditional resources to identify and attract quality candidates
Assist in developing and updating job descriptions and job postings
Be an ambassador for candidates and create a great experience through every interaction
You’ll be a great addition to the team if you have….
4 years or more of recruiting experience with at least 2 years of in-house
Direct sourcing experience with a demonstrated ability to build a pipeline of qualified candidates for a variety of positions at different levels of the organization
You absolutely love networking and developing recruiting campaigns to expand our employer brand & technical presence
Strong interpersonal skills and extensive experience conducting interviews
Experience coaching and providing feedback to interviewers and hiring managers
Great selling and negotiation skills
Experience using Application Tracking Systems, Greenhouse a strong plus
A passion for technology, startups, and TaxJar
It will be a bonus if you bring…
Experience working in a remote environment
Experience working for a SaaS or technology company
Knowledge of technical jargon and skillsets, as well as an understanding of how software is built and maintained
You’ll love TaxJar if you….
Only want to work remotely
Are a PRO at communicating and collaboration
Highly value working with people you like and respect
Are accountable
Are confident in your skills and a solid team player (We’re peers here, no egos please) but also comfortable working asynchronously
Are hungry to play an impactful role and not afraid to fail
Benefits:
Excellent health, vision, and dental benefits
Flexible vacation policy
12 week paid maternity/ 6 week paid paternity leave.
As a Talent Sourcer (Contractor) for TaxJar you will:
Talent Sourcer's responsibilities include using various channels to look for potential candidates, contacting passive candidates, and building talent pipelines for future hiring needs. If you have solid networking skills, know how to source on social media, and enjoy learning about different roles, we’d like to meet you.
Ultimately, you will proactively identify our hiring needs and help us fill our vacancies with qualified employees.
Responsibilities:
Interact with potential candidates on social media and professional networks (e.g. LinkedIn Recruiter/ Recruiter Lite, Slack, Stackoverflow, and Github)
Craft and send recruiting emails
Coordinate with recruiters and hiring managers to determine position requirements
Identify qualified candidate profiles using various sourcing techniques (e.g. Boolean search)
Partner with the candidate experience team and create a workflow for the two teams.
Develop talent pipelines for future hiring needs
Ability to find creative ways to find talent
Source for technical and non-technical candidates
Measure conversion rates, including numbers of passive candidates who turn into applicants, get invited to interviews, get offers, and get hired
Ask for referrals from current employees and external networks
Promote our employer brand online and offline
Maintain candidate databases (e.g. via our Applicant Tracking System, Greenhouse)
Communicate with past applicants regarding new job opportunities
Requirements:
Proven work experience as a Talent Sourcer or similar role
Hands-on experience with sourcing techniques (e.g. recruiting on social platforms and crafting Boolean search strings)
Familiarity with HR databases, Applicant Tracking Systems (ATSs), and Candidate Management Systems (CMSs)
Solid verbal and written communication skills
Ability to positively present our company and open roles to potential candidates
Effective time-management abilities
You’ll be a great fit on our team if you:
Only want to work remotely
Are a PRO at communicating and collaboration
Highly value working with people you like and respect
Are accountable
Are confident in your skills and a solid team player (We’re peers here, no egos please) but also comfortable working asynchronously
Are hungry to play an impactful role and not afraid to fail.
Details:
TaxJar’s remote-only team of 180+ people is growing quickly. We have an immediate opening for an experienced Talent Sourcer.
We're looking for an entrepreneurial, creative, and analytical Sourcer who can come on board and assist our Candidate Experience team find the best talent out there!
*This is a full-time remote position available to folks located in the US.
As a Technical Talent Sourcer (Contractor) for TaxJar you will:
Technical Talent Sourcer's responsibilities include using various channels to look for potential candidates, contacting passive candidates, and building talent pipelines for future hiring needs. If you have solid networking skills, know how to source on social media, and enjoy learning about different roles, we’d like to meet you.
Ultimately, you will proactively identify our hiring needs and help us fill our vacancies with qualified employees.
Responsibilities:
Interact with potential candidates on social media and professional networks (e.g. LinkedIn Recruiter/ Recruiter Lite, Slack, Stackoverflow, and Github)
Knowledge of various technologies
Strong background in sourcing engineering and product roles.
Craft and send recruiting emails
Coordinate with recruiters and hiring managers to determine position requirements
Identify qualified candidate profiles using various sourcing techniques (e.g. Boolean search)
Partner with the candidate experience team, and fully develop talent pipelines for future hiring needs
Ability to find creative ways to find talent
Source for technical and non-technical candidates
Measure conversion rates, including numbers of passive candidates who turn into applicants, get invited to interviews, get offers, and get hired
Ask for referrals from current employees and external networks
Promote our employer brand online and offline
Maintain candidate databases (e.g. via our Applicant Tracking System, Greenhouse)
Communicate with past applicants regarding new job opportunities
Requirements:
Proven work experience as a Talent Sourcer or similar role
Hands-on experience with sourcing techniques (e.g. recruiting on social platforms and crafting Boolean search strings)
Familiarity with HR databases, Applicant Tracking Systems (ATSs), and Candidate Management Systems (CMSs)
Solid verbal and written communication skills
Ability to positively present our company and open roles to potential candidates
Effective time-management abilities
You’ll be a great fit on our team if you:
Only want to work remotely
Are a PRO at communicating and collaboration
Highly value working with people you like and respect
Are accountable
Are confident in your skills and a solid team player (We’re peers here, no egos please) but also comfortable working asynchronously
Are hungry to play an impactful role and not afraid to fail.
The Opportunity
TaxJar’s team of 180+ people is growing fast. We are looking for an experienced Account Manager who is fanatical about helping customers succeed in the complex world of e-commerce by tackling one of its biggest problems: sales tax.
As a TaxJar Account Manager, you will work closely with our mid-market customers. You love diving in head-first to answer both high-level questions about sales tax requirements, as well as technical questions about our product and integrations. You will advise them about what is coming up next for their business in the next phase of their growth, and how TaxJar can continue to grow with them. Ultimately, you provide customers with seamless support and keep them coming back as loyal, satisfied patrons.
Key Activities:
Provide a great customer experience to existing TaxJar customers and be committed to doing the right thing for them
Develop strategic plans to monitor and manage customer health and satisfaction over a portfolio of customer accounts
Maintain and grow revenue from existing customers by focusing on renewals and additional feature adoption
Foster a deep understanding of customer business challenges, as well as the TaxJar product and where it can meet those challenges
Maintain up-to-date knowledge of the TaxJar product and integrations in order to best advise your customers
Develop close relationships with stakeholders in your customer accounts
Increase the level of reference ability of customer accounts where relevant
Work cross-functionally and collaboratively with other teams such as Customer Support and Sales to drive the best outcome across the customer journey
Requirements:
Bachelor’s degree
5 - 10 years of relevant experience in Account Management or Sales in a technology industry
Excellent communication, presentation, and strategic analytical thinking skills
Ability to plan, present, and execute a strategy against a broad portfolio of customer accounts
Ability to isolate customer issues and formulate a solution to meet customer needs
Ability to work in a cross-functional environment and deliver results
Ability to understand high-level technical requirements and specifications and communicate back to the TaxJar team; ability to remain up-to-date with product changes and integrations
High collaborative (low ego), the rapid learner with an ability to work in a fast-paced, high-growth environment
Candidates with SaaS or sales tax experience are highly encouraged to apply.
Benefits:
Excellent health, vision, and dental benefits
Flexible vacation policy
12 week paid maternity/ 6 week paid paternity leave.
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