The Client Support Specialist delivers professional customer support leveraging AI tools, manages multiple client inquiries, documents issues, and collaborates with product teams to enhance support processes.
Who We Are
Requirements
Benefits
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.
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
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
Requirements
- 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
Benefits
- 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
Top Skills
Ai-Powered Tools
Hubspot
Zendesk
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