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Client Support at K1X. 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. . . 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. . Company Location: United States.