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