Job Summary

Customer Support Champion at Greenback Expat Tax Services

We call this role a “customer champion” for a reason-your role is to be the customer advocate and champion for our business. Good customer service seeks to understand a customer’s situation and help them resolve that situation at the first point of contact. Great customer service seeks to resolve that customer’s need and translate that need back to the business to ensure that we improve sometimes in tiny ways and avoid any customer having a similar confusion moving forward. Incredible customer service does not just that but seeks to listen to what’s not being said, read between the lines, and take that back to make the experience better for that customer and every one after that one. We believe our customers deserve incredible customer care. So, if you do too, and you love to help people, can’t stand the idea of anyone ever being confused, or have anything other than a surprisingly delightful experience working with us, we’d love for you to apply.

Key Skills Needed:

• Excellent communication skills (does that go without saying?). You will mostly be speaking with people via email (80%), with some phone calls (20%). You need to be able to read between the lines and craft messaging that is warm, friendly, professional and really meets the need of the specific demands of that email interaction.
• The ability to convert warm leads at a high volume by setting proper expectations, providing thoughtful responses, and clearly outlining the next steps.
• Ability to identify opportunities to add value by monitoring industry changes, trends, and customer needs.
• Use analytics to manage and measure your success, know where to put additional effort, and prioritize. That means you need to be someone who can manage targets, metrics, and can analyze these metrics, understand what they mean, and make good decisions as a result.
• Excellence in execution: Attention to detail and ability to keep organized/juggle multiple things at once. We’re a seasonal business, so there are times when our inboxes are on fire! This is part of the role and being organized, handling stress well, and being able to juggle high-demand situations comes with the territory.
• We don’t expect you to be an accountant, but you will need to learn and become a subject matter expert on US expat taxes.
• Bonus: current or former expat, or someone who appreciates or gets excited about the expat life.
• Time zone: we’re looking for someone who is in a fixed time zone. We’re not looking for long-term travelers/people who aren’t in the same time zone most of the year.

What We Offer:

• The opportunity for you to work with highly talented, communicative, make-it-happen people who also love adventure.
• We have an excellent benefits package that includes a 401k plan (with a 6% company match).
• Medical, vision, and dental coverage as well as a short-term disability!
• Annual team trip (last year: San Diego, 2019: Playa del Carmen, Mexico).