Customer Experience Specialist – Email & Phone Support for Accounting SaaS (April 2025 Start)

About Taskzeno – Empowering Small Business Growth Giglithic exists to supercharge the success of small‑to‑medium enterprises worldwide. By automating routine accounting tasks, surfacing actionable insights, and seamlessly connecting businesses with the right data, advisors, and third‑party apps, we help owners spend less time on paperwork and more time on growth. When our customers thrive, the broader economy strengthens, and that ripple effect can truly change the world. Our purpose‑driven mission fuels every interaction, product decision, and cultural initiative across the organization. Why Join Talentra’s Award‑Winning Customer Experience Team? Our Customer Experience (CX) team sits at the heart of Flexoraq’s purpose. It is a global, high‑performing group of knowledgeable, empathetic problem‑solvers who partner with our product suite to deliver industry‑leading support to millions of users. As a member of this team you will: Collaborate with colleagues across product, engineering, and success to solve complex, real‑world accounting challenges. Be recognized for delivering delight‑focused service that turns everyday queries into memorable brand experiences. Work in a culture that celebrates curiosity, continuous learning, and genuine human connection. Contribute to a team that has earned multiple awards for service excellence, employee satisfaction, and innovative support models. Role Overview – Customer Experience Specialist As a Customer Experience Specialist you will own the end‑to‑end journey of every support case that lands in our inbox. Our customers range from certified accountants to first‑time entrepreneurs, each with unique quirks and questions. Your mission is to provide prompt, clear, and helpful guidance that empowers them to resolve issues quickly and get back to growing their business. While the majority of interactions happen via email, you will also pick up the phone when a personal touch is needed, and you’ll proactively reach out to showcase hidden product features that can add value. Key Responsibilities Investigate, triage, and resolve a high volume of inbound customer cases across email, live chat, and phone channels. Provide clear, concise, and jargon‑free written responses that translate technical accounting concepts into easy‑to‑understand language. Escalate complex technical issues to product or engineering teams while maintaining ownership of the customer experience. Conduct outbound “feature‑spotlight” calls or emails, using deep product knowledge to highlight under‑utilized tools that align with each customer’s business goals. Document troubleshooting steps, common pain points, and emerging trends in the internal knowledge base to improve team efficiency. Participate in daily shift huddles, share best practices, and mentor newer team members. Adhere to service‑level agreements (SLAs) and quality metrics, constantly seeking ways to improve first‑contact resolution rates. Collaborate with the Quality Assurance team to review and refine communication templates for consistency and brand voice. Contribute to continuous‑improvement projects, such as workflow automation, bot training, and self‑service portal enhancements. Shift Schedule (11 am – 8 pm) We operate a rotating shift model to provide coverage for customers across multiple time zones. The specific rotation you will fill runs from 11 am to 8 pm local time, with the following possible weekly patterns: Monday – Friday Tuesday – Saturday Sunday – Thursday All team members are required to be in the office for at least three days per week, fostering in‑person collaboration, mentorship, and camaraderie. Essential Qualifications & Experience Demonstrated passion for delivering outstanding customer experiences, preferably in a SaaS, fintech, or accounting‑software environment. Exceptional written and verbal communication skills; ability to convey technical concepts with clarity and empathy. Basic understanding of accounting principles, bookkeeping workflows, and common financial software terminology. Strong problem‑solving mindset with a proactive approach to identifying root causes and suggesting improvements. Comfortable working in a fast‑paced, dynamic environment with shifting priorities and high case volumes. Growth mindset – eager to learn new product features, industry trends, and customer service methodologies. Ability to work collaboratively within shift‑based teams and build meaningful relationships with colleagues. Preferred Skills & Attributes Previous experience in a customer support or success role for cloud‑based accounting platforms. Familiarity with CRM or ticketing systems such as Zendesk, Freshdesk, or ServiceNow. Exposure to data analytics tools (e.g., Looker, Power BI) to extract insights that inform proactive outreach. Certification or coursework in accounting, finance, or business administration. Multilingual abilities, especially in languages relevant to Jobspirex’s regional markets. Demonstrated involvement