Client Support Specialist

K1XTax software

Workable workplace: remote Workable remote: True Workable locations: United States Location: United States Fully Remote OpportunityFull-TimeSenior

Salary not disclosed

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Job Details

5-7 years of experience in client support or technical customer service, ideally in a B2B SaaS environment
Experience managing messaging-based customer interactions and handling multiple conversations at once
Familiarity with Zendesk, HubSpot, or other service hub platforms
Experience with AI-driven support tools is a plus
Strong problem-solving skills and a curiosity-driven mindset
Ability to communicate with mid-market and enterprise clients in a professional, brand-aligned manner
Comfort working in a fast-paced, evolving environment with a willingness to adapt and optimize

Provide fast, professional, and empathetic customer support through messaging and ticketing channels
Manage multiple client conversations simultaneously, ensuring timely responses and effective issue resolution
Document and escalate complex cases to Product, Engineering, or Client Success teams when necessary
Partner with the Client Success team to deliver seamless client experiences across support and account management
Leverage AI tools to enhance client interactions and improve ticket resolution efficiency
Analyze client inquiries to identify insights and recommend opportunities to optimize AI-powered chatbots, self-help resources, and automated workflows
Expand and refine the knowledge base to address recurring questions and emerging product issues
Monitor support trends and client feedback to proactively identify areas for improvement
Collaborate with Product and Engineering teams to surface recurring issues and advocate for product enhancements
Contribute to internal documentation and training materials to strengthen support processes

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