Customer Support Specialist - Ticket Triage & First Response (AI Tax Software)

Hourly | 30-40 hrs/week | Long-term About us We're an AI-powered tax preparation platform serving CPA firms. We're currently running a pilot program with a growing set of firms and receiving a high volume of support tickets, so support quality and speed directly impact our customers' experience with the product. We're looking for an experienced customer support specialist to own our frontline ticket queue. What you'll do You'll be the first touchpoint for inbound customer tickets and own our time-to-first-response metric, with a target of a 10 minute average first response. Day to day, that looks like: - Replying to inbound tickets across four main categories: follow-ups, general questions, bug reports, and product feedback. Each has defined sub-areas, for example onboarding questions, how-to and billing inquiries, processing and integration failures, access issues, and feature requests - Triaging each ticket to the right internal owner based on category, sub-area, and urgency (bugs are our highest-volume category, so comfort with technical issues matters) - Creating linked Linear tickets when an issue needs engineering attention, and following our urgent escalation paths for critical issues like data loss or system-wide access problems - Keeping the queue clean, organized, and moving We have documented routing logic, escalation paths, and ownership for every ticket type, and we'll train you on all of it in detail. You won't be guessing. What we're looking for - Proven experience in a customer support role, ideally in SaaS or B2B software - Hands-on experience with support platforms like (preferably Pylon) or Intercom, Jira Service Management, Zendesk, or similar - Strong written communication: clear, warm, professional replies to customers - Fast, reliable, and comfortable being measured on response time - Available 30-40 hours per week with consistent coverage - Detail-oriented with triage, routing, and escalation decisions Huge pluses - Experience with Pylon - Any accounting or tax knowledge, whether from education, prior roles, or working with accounting/tax products - Experience supporting a technical product or working in a technical environment (comfortable discussing bugs, integrations, and software workflows) Nice to have - Experience with Linear or similar issue trackers To apply Tell us briefly about your support experience, which platforms you've used, your availability (hours and time zone), and your typical first response times in past roles if you tracked them. If you have any accounting, tax, or technical background, mention it.