Tier 1 Support Specialist

About the Role

• Would you like to be the first friendly voice customers hear when they have a question about their account? We’re looking for a Technical Support Specialist (Tier 1) to join the support team of a U.S.-based, AI-native tax compliance company that automates sales tax for e-commerce and SaaS businesses.
• Many customers come to us because sales tax feels overwhelming. You’ll be their front door: you’ll answer questions about accounts, filings, and anything that doesn’t look right, and you’ll make sure no customer is left waiting. You don’t need a sales tax background, because we’ll teach you the domain. Many Tier 2 specialists started in Tier 1, so this is a great place to build a path into deeper tax work.

About You

• You have 1 to 2+ years in a customer-facing support, service, or operations role, ideally working a ticket or case queue.
• You enjoy helping people and write emails that are clear, warm, and professional.
• You stay organized when the queue gets busy, keep track of open items, and close the loop.
• You’re curious and comfortable learning new systems and a detailed technical subject.
• You like feedback and act on it.
• You’re available to work U.S. business hours.

What You’ll Be Doing

• Respond to customer questions by email and chat, from account setup and billing to questions about filings, clearly, accurately, and on time.
• Use the Help Center, internal documentation, and teammates to find the right answer, and follow up with the customer when you need more time.
• Escalate complex cases to Tier 2 or other teams with a clear summary, so nobody has to start over.
• Manage a steady ticket queue, prioritizing by urgency and impact, and follow up so no customer is left waiting.
• Flag patterns, suggest Help Center updates, and share what you learn to make the whole team sharper.

What We’re Looking For

• A genuine desire to help people and a customer-first mindset.
• Excellent written communication in English.
• Strong organization and follow-through.
• Coachability and openness to feedback.
• A collaborative attitude: asking questions freely and sharing what you learn.

Technical Requirements

Must-Haves

• 1 to 2+ years in customer support, service, or operations, working a ticket or case queue.
• Email and chat support for customers.
• Use of Help Center and knowledge base resources.
• Advanced English, with excellent written communication for U.S. customers.
• Residence in Ciudad de México, with availability for U.S. business hours (8:00 AM to 5:00 PM Pacific Time, Monday to Friday).

Nice-to-Haves

• Experience supporting a SaaS product.
• Background in accounting, bookkeeping, billing, payments, or e-commerce.
• Familiarity with tools like Intercom, Zendesk, Salesforce, or Shopify.
• Startup experience.
• Spanish.
• A valid U.S. B1/B2 visa for periodic travel to San Francisco.