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This position was posted on January 16, 2026 and is likely no longer accepting applications. We've kept it here for historical reference. Check out the similar jobs below!
Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Support
Date Posted
January 16, 2026
Full Job Description
đź“‹ Description
- • Own the customer experience end-to-end as the first—and often only—human touchpoint for thousands of online merchants who rely on our platform to stay compliant with U.S. sales tax rules. You will be the calm, knowledgeable voice that turns confusion into confidence and panic into progress.
- • Provide high-touch, white-glove support across email, chat, and phone, maintaining an average first-response time under 30 minutes and a CSAT score above 95 %. Every interaction is an opportunity to deepen trust and reduce churn.
- • Troubleshoot complex technical issues that span e-commerce platforms (Shopify, WooCommerce, BigCommerce, Magento), payment gateways (Stripe, PayPal, Square), and ERP integrations. You’ll read API logs, trace webhook payloads, and isolate whether a miscalculation stems from a tax-rule update, a platform change, or user configuration.
- • Investigate and resolve tax-notice and filing discrepancies—everything from a $3.47 rounding error flagged by a state auditor to a missed filing deadline that carries penalties. You will reconstruct transaction histories, reconcile data between our engine and state systems, and draft clear explanations customers can forward to their accountants or auditors.
- • Manage a dynamic queue of 25–40 tickets daily, prioritizing by business impact and regulatory urgency. You’ll use Zendesk macros, Jira workflows, and Slack triage channels to ensure nothing slips through the cracks while documenting root-cause analyses that feed directly into product roadmaps.
- • Author and continuously refine public-facing help-center articles, step-by-step integration guides, and internal runbooks. Your writing will empower self-service and reduce ticket volume by 20 % quarter-over-quarter.
- • Escalate only the most nuanced edge cases to Engineering—armed with reproducible steps, annotated screenshots, and suggested fixes—then shepherd the ticket back to the customer once a patch ships. You’ll verify the fix in production and close the loop with a personalized note.
- • Collaborate daily with Product, Filing Operations, and Onboarding teams in asynchronous stand-ups. You’ll surface trending pain points, propose UX copy tweaks, and beta-test new features before they reach general availability.
- • Champion a culture of customer advocacy inside the company. You’ll host monthly "Voice of the Customer" sessions, translating support insights into actionable backlog items that improve retention and expansion revenue.
- • Thrive in a fully remote, trust-based environment where autonomy is prized over micromanagement. You’ll set your own schedule within core overlap hours (11 am–3 pm ET) and travel once a year for an all-hands retreat in a U.S. city voted on by the team.
🎯 Requirements
- • 5+ years in customer or technical support, ideally in B2B SaaS, e-commerce, or fintech
- • Proven ability to debug RESTful APIs, read JSON logs, and explain technical concepts to non-engineers
- • Exceptional written and verbal communication skills with a portfolio of help articles or macros
- • Experience with ticketing systems (Zendesk, Intercom, or similar), Slack, Jira, and Confluence
- • Comfortable working independently in a fully remote, asynchronous team
- • (Nice-to-have) Familiarity with U.S. sales tax concepts, tax notices, or compliance workflows
🏖️ Benefits
- • Fully remote work environment—work from any U.S. state with a one-time home-office stipend
- • Competitive salary of $65,000–$85,000 plus equity in a fast-growing SaaS company
- • Comprehensive health, dental, and vision insurance; 401(k) with 4 % match; paid parental leave
- • Flexible PTO policy with a 3-week minimum encouraged and a $1,000 annual learning stipend
Skills & Technologies
About PeoplePath, Inc.
PeoplePath provides cloud-based relationship intelligence and analytics software that maps, monitors and measures connections between companies and their key stakeholders—executives, board members, investors and advisors. Its platform aggregates public filings, news and proprietary data to reveal governance networks, interlocks, career paths and risk signals, enabling corporate development, compliance and investor relations teams to identify opportunities, manage reputational risk and strengthen strategic relationships. Founded in 2016 and headquartered in New York City, the company serves Fortune 500 corporations, investment banks and professional services firms across North America and Europe.
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