Client Support

Who We Are At K1x, we are transforming the tax software landscape with cutting-edge technology that simplifies and streamlines complex tax processes. Our AI-powered solutions help businesses and tax professionals reduce administrative burdens, ensure compliance, and deliver an exceptional client experience. We are committed to providing world-class, AI-driven support that helps clients resolve issues quickly and efficiently. As a Client Support Specialist, you will be the first point of contact for customer inquiries, delivering responsive, high-quality support through messaging, ticketing, and AI-powered self-service solutions. You’ll manage multiple client conversations at once, resolve issues, and escalate more complex concerns when needed. This role is perfect for someone who is curious, solution-oriented, and eager to challenge “why not” instead of defaulting to “cannot.” You’ll also play a critical role in optimizing our AI and automation tools to reduce ticket volume, improve response times, and empower clients to self-serve whenever possible. What You’ll Do Client Support & Problem Solving - 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 - AI & Self-Service Optimization - 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 - Continuous Improvement & Collaboration - 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 - Success Criteria To be successful in this role, you will: - Resolve client inquiries efficiently, maintaining a high volume of tickets while ensuring accuracy and quality - - Respond quickly to client messages, achieving strong first-response times and delivering a seamless support experience - - Manage multiple, rapid-fire conversations, shifting seamlessly between varying levels of complexity, urgency, and client needs - - Drive timely issue resolution, minimizing delays and streamlining workflows for faster outcomes - - Maintain high customer satisfaction, consistently achieving strong CSAT scores through clear, effective communication and support - - Optimize AI and self-service solutions, proactively improving automation tools to enhance the client experience and reduce ticket volume - - Effectively manage escalations, resolving most cases at the first level while properly elevating complex concerns - - Stay composed under pressure, remaining adaptable and solution-oriented in a fast-paced environment - - 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 – you’re always looking for better - - ways to support clients - - 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 - Why Us? - Be part of a company pioneering AI-driven client support in tax software - - Work in a 100% remote environment with a collaborative, supportive team - - Gain exposure to cutting-edge AI, automation, and self-service technologies - - Within one year, grow into senior support or client success roles with clear career progression - - Thrive in a growing startup culture that values innovation and problem-solving - - Access competitive benefits, including unlimited PTO, holidays, healthcare, and 401K - - Unlimited Vacation Policy + Sick Time - - Fully Remote Opportunity - - Benefits/401K - - Growing Startup Culture - - Unlimited Vacation Policy + Sick Time + Holidays - - Paid Parental Leave - - Fully Remote Opportunity - - Healthcare Benefits and 401K - - Growing Startup Culture -