Juno · 15 hours ago
Manager, Customer Support
San Diego, CA
Full-time
Hybrid
Mid, Senior Level
2+ years expJuno is a tax technology platform that builds lasting relationships between tax professionals and clients. As the Manager of Customer Support, you will lead a team to ensure efficient resolution of customer issues, enhance the customer experience, and contribute to the overall success of the platform.
Computer Software
Hiring Manager
Liam Williams
Responsibilities
Serve as the front line leader for inbound tax support, with a team answering emails and chats from customers who are tax professionals
Drive successful ticket outcomes, ensuring fast initial responses and permanent resolutions—the goal is not necessarily fast, but that tickets are solved and don’t need to be reopened
Running our ticketing system and AI platform, ensuring optimization and positive impact for both our team, and our customers
Maintain and optimize our stellar Knowledge Base
Assist customers in navigating Juno’s platform, solving technical and tax workflow problems effectively
Proactively identify patterns in customer questions and suggest improvements to product, processes, and knowledge base
Document solutions and processes for future team scalability
Collaborate closely with the Chief Customer Officer and other leadership to build systems and culture for Juno
Qualification
Required
2+ years of experience Leading SaaS support organizations
Experience creating help documentation or contributing to a knowledge base
Desire and true empathy to help others in the tax industry
Experience with process development in client-facing operations
Excellent written and verbal communication skills, able to distill complex tax concepts for customers
Comprehensive understanding of ticketing and support platforms
Adaptability, positivity, and a spirit that's hungry to shape processes in a fast-moving AI environment
Preferred
Working knowledge of federal and state tax preparation, electronic filing, and client data management
Experience building AI chat bots and systems
Benefits
Equity for full-time employees
Individual medical, dental, and vision coverage
Company
Juno
We’re modernizing tax work by equipping tax pros with the tools they've always wanted.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase