Job Details

Client Support Specialist

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

Success Criteria

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