Job Description:
• Own complex Tier 2 cases from identification through resolution, including filing discrepancies, state notices, stuck registrations, and refund claims
• Reconcile customer figures with company data and trace transactions
• Contact state Departments of Revenue and other tax authorities to resolve issues
• Research state guidance, statutes, and jurisdiction databases using primary sources and AI tools, then verify findings
• Document solutions so future cases can be resolved more efficiently
• Write accurate, clear, and empathetic customer responses
• Investigate Shopify, Stripe, and custom API integration issues
• Reproduce technical problems and provide actionable bug reports to Engineering
• Identify recurring issues and propose fixes
• Share knowledge, assist teammates, and improve documentation and processes
Requirements:
• One of the following required: 2+ years of hands-on US sales tax, VAT, or indirect tax compliance work, or 5+ years in customer support or customer-facing technical roles owning cases end to end
• Tax-background candidates must have worked directly with state DORs or other tax authorities to resolve issues
• Deep-expertise candidates must have mastered a complex domain and demonstrate rapid learning through trainings, documentation, certifications, or ownership of difficult cases
• Strong research habits and ability to check primary sources and show work
• Experience supporting a SaaS product in a customer-facing role
• Comfort with SQL or similar query/log tools and reading JSON API requests and responses, or clear aptitude and eagerness to learn
• Excellent written English and ability to explain complex issues to non-technical customers
• Experience with tax software or compliance platforms, state and local GIS/jurisdiction databases, or startup process-building is nice to have
Benefits:
• Equity
• Full medical, dental, and vision coverage
• Wellness perks including Headspace and the Peloton One App
• 401(k)
• Lunch and snacks when you're in the office
• Regular team offsites and company events
• Ownership-focused culture
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