Tax Concierge Specialist - Seasonal
About the role
april is looking for customer-focused Tax Concierge Specialists – Seasonal who thrive in fast-paced environments, adapt quickly, and care about delivering great service. In this role, you'll support Pro customers via chat, assist with tax questions, and help guide clients through the filing process using april's professional tax services, which are embedded in our financial partners' sites.
You'll be part of a collaborative team where we build, learn, and iterate quickly, and your insights will help shape the experience we deliver. This is a full-time, U.S.-based seasonal position running from December/January through April 30, 2027. Sound like you? Let's change how taxes get done.
Key responsibilities
- Support Pro customers via chat by answering tax questions, assisting with document gathering, and providing status updates on their returns
- Respond to every customer with warmth, patience, and professionalism, including those who are frustrated, stressed, or navigating difficult personal situations
- Conduct customer outreach via messaging and outbound calls as filing deadlines approach
- Own customer issues through to resolution, following up proactively and keeping customers informed along the way
- Recognize when an issue needs escalation and route it according to process and policy
- Consistently meet or exceed goals for customer satisfaction, service quality, and operational efficiency
- Navigate multiple systems and tools to efficiently document customer interactions and resolve issues
- Share feedback with leadership and product teams to improve the product, processes, and overall customer experience as we scale
Experience
- 3+ years of customer service or customer support experience, ideally in a high-volume or fast-paced environment
- Strong customer service skills with the ability to communicate clearly, patiently, and effectively in written and verbal formats
- Experience providing high-touch customer support...