Location: 100% Remote, U.S. (preferred availability: Monday to Friday, 9 AM to 5 PM Pacific)
Role Type: Contract through April 2027, with potential extension
ABOUT OUR CLIENT
Our client is a leading financial technology company that builds software for consumers, small businesses, and tax and accounting professionals. Its professional tax group serves tax preparers and accounting firms with a suite of tax preparation products and runs an active online community where these professionals ask questions, share knowledge, and support one another. The company is known for a customer-first culture and for investing in the communities that surround its products.
JOB DESCRIPTION
We are looking for a Community Moderator to support a thriving online community of tax professionals and small businesses. This is primarily a written community moderation and customer support role, not a call center or tax preparation position. You will answer product questions, troubleshoot software issues, and keep community conversations helpful, respectful, and aligned with community guidelines.
On a typical day, you will review questions and discussions posted by customers, research the issue, and either respond directly or escalate to internal support teams when more technical or tax expertise is needed. You will document your findings, close resolved cases, and help make sure no question goes unanswered.
The ideal candidate is customer-focused, a quick learner, and comfortable researching and resolving software-related questions independently. No professional tax background is required, just curiosity and a willingness to learn new software and basic tax concepts.
DUTIES AND RESPONSIBILITIES
• Monitor the online community and review questions and discussions posted by tax professionals.
• Provide clear written responses to product-related inquiries, basic tax questions, and software troubleshooting issues.
• Manage assigned support cases by researching issues, documenting responses, and closing resolved cases.
• Moderate discussions to keep conversations appropriate, helpful, and aligned with community guidelines.
• Investigate customer issues using internal research tools to identify solutions.
• Collaborate with internal support teams and escalate questions that require additional technical or tax expertise.
• Identify unanswered questions and help ensure timely responses to maintain community health.
REQUIRED EXPERIENCE/SKILLS
• Strong customer service or customer support experience.
• Excellent written communication and problem-solving skills.
• Ability to quickly learn new software and tax concepts.
• Basic familiarity with taxes (professional tax experience is not required).
• Customer-first mindset and the ability to work independently.
• Experience navigating customer support or ticketing platforms.
• Availability to work the preferred Pacific Time schedule.
NICE-TO-HAVES
• Online community moderation experience.
• SaaS or technical support background.
• Experience with case management or community platforms such as Sprinklr, Khoros, or similar.
• Experience with tax software.
• Experience supporting small businesses or tax professionals.
Love helping customers and building positive online communities? Apply now and come join the team!