Client Support

Who We Are

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.

What You’ll Do

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

Requirements:
• 5-7 years of experience in client support or technical customer service, ideally in a B2B SaaS
• environment
• Experience managing messaging-based customer interactions and handling multiple
• conversations at once
• Familiarity with Zendesk, HubSpot, or other service hub platforms – experience with AI-driven
• support tools is a plus
• Strong problem-solving skills and a curiosity-driven mindset – you’re always looking for better
• ways to support clients
• Ability to communicate with mid-market and enterprise clients in a professional, brand-aligned
• manner
• Comfort working in a fast-paced, evolving environment with a willingness to adapt and optimize

Why Us?

• Be part of a company pioneering AI-driven client support in tax software
• Work in a 100% remote environment with a collaborative, supportive team
• Gain exposure to cutting-edge AI, automation, and self-service technologies
• Within one year, grow into senior support or client success roles with clear career progression
• Thrive in a growing startup culture that values innovation and problem-solving
• Access competitive benefits, including unlimited PTO, holidays, healthcare, and 401K

Benefits:
• Unlimited Vacation Policy + Sick Time
• Fully Remote Opportunity
• Benefits/401K
• Growing Startup Culture
• Unlimited Vacation Policy + Sick Time + Holidays
• Paid Parental Leave
• Fully Remote Opportunity
• Healthcare Benefits and 401K
• Growing Startup Culture