Client Support

K1X

5d•Remote

About The Position

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.

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

Nice To Haves

experience with AI-driven support tools is a plus

Responsibilities

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
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
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