Level 2 Tax, Accounting & Payroll Support Specialist
S
SourcefitTax and accounting
Location: Philippines / Eastwood Quezon City, PH, Monday – Friday, 8 am – 5pm EST/PSTFull-Time
Salary not disclosed
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Job Details
- Required Skills
- BookkeepingCustomer support
Requirements
- Demonstrate knowledge of tax preparation workflows, including amendments, tax notices, extension uploads, and return processing.
- Handle complex customer concerns, resolve escalations, and help restore customer confidence in tax preparation services.
- Provide accurate guidance on extensions, income calculations, partnership returns, multi-entity situations, and pricing tiers.
- Identify and escalate sensitive data privacy issues, using sound judgment to protect customer information.
- Coordinate with external tax preparation partners on reopens, follow-ups, and filing issues.
- Recognize situations that may lead to customer dissatisfaction or churn and take appropriate action to rebuild trust.
- Work closely with Operations Leads, tax professionals, and internal teams to resolve issues and maintain efficient workflows.
- Assist colleagues, answer questions, and contribute to effective customer case resolution.
- Adapt to new tools, processes, and learning opportunities.
- Demonstrate consistent attendance and responsiveness, and take on additional tickets and responsibilities during peak periods.
Responsibilities
- Handle complex and escalated customer inquiries across email, chat, and phone, providing accurate tax and accounting guidance.
- Serve as the primary escalation point for frontline team members on advanced tax, bookkeeping, and compliance-related questions.
- Provide expertise on quarterly tax estimates, S-corp analysis, reasonable compensation, and operating as an S-corporation.
- Support and troubleshoot bookkeeping and payroll-related inquiries, ensuring accuracy and alignment with tax reporting.
- Deliver phone support for high-priority or sensitive escalations requiring deeper tax and accounting expertise.
- Review and validate responses for accuracy to maintain quality and consistency across the support team.
- Identify and communicate recurring issues, risks, and customer pain points to leadership and cross-functional teams.
- Contribute to process improvements, internal documentation, and knowledge base enhancements.
- Collaborate with Operations, Product, Customer Success, tax professionals, and external tax preparation partners to resolve issues.
- Maintain detailed and accurate case documentation for escalated matters.
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