Customer Experience Specialist – Accounting & SaaS Support for Small Business Success at Flexoraq

```html Why Jobnity? Our Purpose At Remotara , we empower entrepreneurs and financial professionals to run smarter, more efficient businesses. By automating routine accounting tasks, delivering real‑time insights, and connecting users with the right advisors and apps, we help small‑business owners focus on growth rather than paperwork. Our vision is to fuel a thriving ecosystem of resilient enterprises that drive stronger economies and create lasting impact. Joining Skillora means becoming part of a purpose‑driven technology leader that values innovation, collaboration, and the human touch behind every digital interaction. About the Role The Customer Experience Specialist – Accounting is the front‑line champion of the Nexspire brand. Working within our 24/7 Customer Experience Team, you will provide knowledgeable, friendly, and timely support to small‑business owners, bookkeepers, and accountants who rely on Worklio’s cloud‑based accounting platform. You will handle inbound inquiries, conduct proactive outreach, and own the resolution journey from first contact to successful closure. Your expertise in accounting fundamentals, combined with a curiosity‑driven problem‑solving mindset, will turn everyday questions into memorable experiences that reinforce why customers chose Hirefluxa. Key Responsibilities Leverage solid accounting knowledge to answer customer queries about bookkeeping, invoicing, payroll, and financial reporting. Guide users of all experience levels—from new adopters to seasoned accountants—in extracting maximum value from the Taskora platform. Deliver high‑quality service through our case‑management system (e.g., Salesforce) and via telephone, ensuring responses meet or exceed targeted initial‑response times. Take end‑to‑end ownership of each case, maintaining transparent communication and updating customers throughout the resolution process. Accurately capture all case details, outcomes, and follow‑up actions within the case‑management tools. Communicate solutions in clear, concise language—both in writing and verbally—so customers feel confident and satisfied with the result. Participate in proactive call campaigns, reaching out to customers to share tips, best practices, and new feature insights. Escalate complex issues promptly while keeping the customer informed about progress and next steps. Achieve and exceed quality, productivity, and customer‑satisfaction targets set for the team. Identify and share opportunities for process improvement, product enhancements, or service‑delivery refinements with internal stakeholders. Continuously stay up‑to‑date with product releases, policy changes, and training resources to provide accurate, current guidance. What Success Looks Like Consistently delivering exceptional support that empowers customers to use their Gigentra subscription effectively. Adapting quickly to evolving business needs and emerging customer expectations. Collaborating seamlessly across product, engineering, sales, and marketing teams to resolve issues and share insights. Meeting or beating response‑time and resolution‑time metrics while maintaining a high Net Promoter Score (NPS). Proactively flagging high‑priority incidents and contributing to swift, coordinated resolutions. Gathering actionable feedback from customers and feeding it back to the product team to drive continuous improvement. Essential Qualifications Minimum 2 years of experience in a customer‑facing service environment, adhering to service‑level agreements (SLAs) and quality standards. Demonstrated ability to diagnose problems, devise solutions, and see issues through to resolution. Strong IT literacy: proficient with Microsoft Office, Google Workspace, and familiarity with case‑management tools (e.g., Salesforce, Zendesk). Formal accounting or bookkeeping qualification (or actively pursuing one) – this is a non‑negotiable baseline. Excellent written and verbal communication skills, with an emphasis on clarity and empathy. Comfort making outbound, proactive phone calls to customers. High level of diligence, follow‑through, and personal accountability. Self‑motivation, flexibility, and the ability to manage workload independently. Proven ability to build and sustain strong relationships with internal teammates and external customers. Team‑oriented mindset: willingness to support colleagues, share knowledge, and contribute to a collaborative culture. Preferred (But Not Required) Qualifications Previous experience supporting SaaS accounting platforms (e.g., QuickBooks, Xero, FreshBooks). Familiarity with API integrations, third‑party apps, and automation workflows. Experience working in a remote or hybrid environment with distributed teams. Certification in customer‑service methodologies such as ITIL, COPC, or Six Sigma. Additional language fluency beyond English, especially in markets where Talexion is expanding. Core Skills & Competencies Empathy: Ability to see problems through the customer’s eyes and respond