Job Description Overview: A Client of Insight Global helps the 60M freelancers in the U.S. track work expenses and file taxes. As our user base continues to grow, we are expanding our services to provide a higher level of tax support. This requires close collaboration between our designated tax experts and our Customer Experience (CX) team to ensure users receive accurate, personalized assistance with their tax needs. Every Keeper subscriber has access to our 24/7 AI-powered chatbot, which is supported by our team of knowledgeable agents and experts. Our agents are responsible for responding to user inquiries via both email (through Zendesk) and messaging in our "Ask" chat box. Beyond handling user interactions, our agents also contribute by reporting bugs, sharing ideas, and helping maintain our knowledge base and resources. Description: As a CX Agent, you will provide clear, concise, and jargon-free tax support, helping 1099 workers and small business owners maximize deductions and stay on top of their taxes. Your role involves offering thoughtful guidance on tax-related questions, resolving issues, and ensuring an excellent user experience. If you're excited to help self-employed individuals better understand their taxes, enjoy problem-solving, and excel in a fast-paced environment, we encourage you to read on. This is a full-time role requiring a computer with reliable internet. Youll cover one of two shifts: Monday-Friday or Wednesday-Sunday, with standard business hours of 9-6 PST, plus the flexibility to work beyond these hours during peak periods. What Were Looking For: Tax Knowledge: Familiarity with tax returns for 1099 workers/small business owners, including an understanding of what constitutes a deduction vs. non-deduction, quarterly tax payments, and general tax principles. Attention to Detail: Thorough and accurate in reviewing information and categorizing expenses. Strong Communication Skills: Excellent written and verbal skills to craft clear, comprehensive emails and messages. Problem Solver: Enjoys investigating issues, finding solutions, and learning new tools or processes. Adaptable: Able to thrive in a fast-paced environment, manage multiple tasks, and shift priorities as needed. Process-Oriented: Appreciates documentation, follows established processes, and contributes to improving workflows. Responsibilities: Respond to user inquiries about tax-related matters, including deductions and quarterly payments, via email (Zendesk) and our Ask chat box. Correctly categorize user expenses as business or personal, ensuring compliance with tax regulations. Diagnose and escalate complex issues, whether technical, tax-related, or user error, to the appropriate team. Collaborate with team members to address user issues and identify solutions. Report bugs and provide feedback on potential improvements. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .     To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ . Skills and Requirements Requirements: 1-2 years of experience in customer support or similar roles requiring research and interpretation of information to solve inquiries. Understanding of basic tax principles for 1099 workers and small business owners (preferred). Strong attention to detail and ability to follow structured processes. Excellent problem-solving skills and ability to work collaboratively. Fluent in English, with excellent written and verbal communication skills. If you have experience in bookkeeping for 1099 workers or small business owners, that's a plus and will be highly valued in this role null We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.