Experienced Customer Support Agent for Tax Software Solutions – Providing Empathetic and Knowledgeable Assistance to Users

Welcome to blithequark: Revolutionizing Tax Filing with Compassion and Expertise Every year, millions of individuals face the daunting task of filing their taxes, often filled with fear or uncertainty. At blithequark, we're dedicated to changing this narrative. Our intuitive tax filing app is designed to empower anyone, regardless of their educational background or financial expertise, to navigate the tax filing process with confidence and ease. With a presence in Germany, Spain, and the UK, our team of over 400 professionals, including tax experts, developers, and IT security specialists, is passionate about creating a seamless and trustworthy experience for our users. As a compassionate group of solution-finders, we value open communication, diverse perspectives, and a collaborative work environment. Since our founding in 2016, we've facilitated over 3.5 billion euros in tax refunds for our customers, and we're committed to continuing this success story. Our mission is to make tax filing accessible, efficient, and stress-free for everyone, and we're looking for talented individuals to join our team and help us achieve this goal. Your Challenge: Joining the blithequark Team as a Customer Support Agent A strong customer relationship is the foundation of any successful company, and as a Customer Support Agent at blithequark, you will be the first point of contact for our users. As part of our Expert Advice Customer Support team, you'll be the voice of blithequark, providing proactive, empathetic, and knowledgeable support to users navigating their tax return journey with the help of our Expert Service. Your role will be crucial in ensuring a smooth, trustworthy experience for our users, and your feedback will help us continuously improve our tax filing app. We're offering a full-time contract for 1 year, starting on August 1, 2025, with the possibility of an extension. While our team is spread across various locations in Germany, we provide remote onboarding and flexible working arrangements, so you can work from anywhere in the country. If you're passionate about delivering exceptional customer service and are looking for a new challenge, we encourage you to apply for this exciting opportunity. Your Responsibilities: Providing World-Class Support to blithequark Users Support users as they prepare their tax returns within our app, providing tailored guidance and clear explanations that help them feel confident and cared for. Respond to customer inquiries via email, chat, and phone, ensuring a consistent and high-quality service experience across all touchpoints. Answer a wide variety of questions spanning app usage, technical functionality, and tech issues, payment-related queries, tax knowledge, and data protection—always with empathy, patience, and precision. Act as the central link between our internal Operations teams and tax experts, ensuring users receive timely and accurate support throughout their tax filing journey. Contribute to the development and optimization of support processes and help expand our internal knowledge base to empower team learning and efficiency. Identify trends, pain points, and recurring themes in customer conversations to propose meaningful solutions that improve both user experience and team operations. Actively capture user feedback, flag opportunities for product enhancements, and work closely with cross-functional teams to drive continuous improvement. Contribute to cross-team projects or seasonal initiatives that shape the evolution of our service and support experience. Your Profile: Essential Qualifications and Skills You have around 2-3 years of experience in providing outstanding customer care, whether in a B2C or B2B context. Experience in the hospitality or retail industry is also welcome. You have excellent written and spoken German and English skills. You exhibit a customer-centric mindset and a passion for excellent customer service. You have experience in content review and quality within customer communication. You possess a problem-solving and process-oriented attitude. Knowledge of tax matters is a plus but not a requirement. You have familiarity with generative AI tools. Preferred Qualifications and Skills Experience working in a fast-paced, dynamic environment with a strong focus on customer satisfaction. Knowledge of tax software or accounting principles is an asset. Familiarity with customer support software and tools, such as ticketing systems and chatbots. Strong analytical and problem-solving skills, with the ability to think critically and outside the box. Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams. Why blithequark? Join a Team That Cares About Your Growth and Well-being A chance to do meaningful, people-centric work with an international team of passionate professionals. Holistic well-being with free mental health coaching sessions and yoga. A monthly allowance to spend on an extensive range of services that you can use and roll over as flexibly as you like. 30 annual vacation days and flexible working hours. A generous learning budget to support your personal and professional development and guidance from our internal L&D experts. Work from abroad for up to six weeks every year. Just align with your team, and then enjoy your trip. Plenty of opportunities to socialize as a team. In addition to internal meetups, our international team hosts regular get-togethers—virtually and in person when possible. Free tax declaration filing, of course, through the blithequark app—and internal support for all personal tax-related questions. Have a four-legged friend in your life? We’re happy to have dogs join us in the office. Career Growth Opportunities and Learning Benefits At blithequark, we're committed to helping our team members grow and develop in their careers. We offer a range of training and development programs, including workshops, webinars, and online courses, to help you enhance your skills and knowledge. Our internal L&D experts will work with you to create a personalized development plan, tailored to your needs and goals. Whether you're looking to move into a leadership role or specialize in a particular area, we'll support you every step of the way. Work Environment and Company Culture Our company culture is built on the values of compassion, empathy, and teamwork. We believe that everyone deserves to be treated with respect and kindness, and we strive to create a work environment that's inclusive, supportive, and fun. From team-building activities to social events, we offer a range of opportunities for you to connect with your colleagues and build meaningful relationships. Our offices are designed to be comfortable and collaborative, with plenty of space for brainstorming, creativity, and relaxation. Compensation, Perks, and Benefits We offer a competitive salary and benefits package, including a monthly allowance, flexible working hours, and 30 annual vacation days. We also provide a range of perks, including free mental health coaching sessions, yoga, and a generous learning budget. Our goal is to support your overall well-being and help you achieve a healthy work-life balance. Conclusion: Join the blithequark Team and Make a Difference If you're passionate about delivering exceptional customer service and are looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Support Agent at blithequark, you'll be part of a dynamic team that's dedicated to making a difference in people's lives. You'll have the chance to work with a talented group of professionals, develop your skills and knowledge, and contribute to the growth and success of our company. So why wait? Apply now and join the blithequark team on our mission to revolutionize the tax filing experience. Not sure if you meet all the requirements for this role? Please apply anyway. You might bring something special to the team that we hadn’t considered previously. We're looking forward to hearing from you and exploring how you can contribute to the blithequark team.