Customer Support Intern, Taxfix
Tax filing app
Be an early applicant
Tax filing app
201-500 employees
Be an early applicant
201-500 employees
Company mission
Taxfix's mission is to enable anyone, regardless of education or background, to file their taxes with newfound confidence.
Role
Who you are
- If you're eager to grow your skills in a fast-paced, impact-driven environment while supporting real people through complex processes, we’d love to hear from you
- You have 1–2 years of experience in a customer-facing support role, ideally across live chat, email, or phone, and feel confident resolving issues independently within service-level targets
- You’re a clear, empathetic communicator who can simplify tax-heavy topics into friendly and accessible guidance for customers
- You’re technically comfortable navigating multiple platforms (like Intercom, Zendesk, Slack, or Notion) and pick up new tools quickly
- You approach problems analytically — spotting patterns, troubleshooting effectively, and escalating issues with the right context
- You enjoy collaborating across functions and have worked with Ops, Product, or Engineering teams to get customer issues resolved
- You’re confident using spreadsheets (Google Sheets or Excel) for basic analysis and reporting, and you're keen to use data to improve support processes
- You’re curious and proactive about learning — especially when it comes to understanding UK tax processes and how our product works
- Bonus: You’ve worked in a fintech or seasonal environment before, contributed to help centre content, or bring multilingual skills to the table
- You thrive in fast-paced, evolving environments where you can make a meaningful impact and help shape how we support our users
- Familiarity with generative AI tools
What the job involves
- As a Customer Support Agent Intern at Taxfix, you'll be at the heart of our mission to simplify taxes and empower people to feel confident about their finances
- You’ll provide world-class support to customers and accountant partners alike, ensuring their needs are met with empathy, precision, and speed
- During our peak season, you’ll play a key role in helping us scale our operations while maintaining our high standards of service
- This internship is not just about answering tickets — it’s an opportunity to develop deep product and tax knowledge, influence how we improve the customer journey, and work cross-functionally with Product, Engineering, and Ops teams
- Respond to customer inquiries via live chat, email, and phone with empathy and accuracy, consistently achieving a first response time of under 2 minutes and a CSAT score of 85% or higher
- Troubleshoot customer and accountant issues effectively, resolving the majority on the first contact and ensuring resolution within 24 hours
- Identify and share feedback trends with internal teams to improve customer experience and retention, delivering at least 10 actionable insights per quarter
- Support our accountant partners with clarity and care, maintaining satisfaction ratings of 90% or higher
- Develop subject-matter expertise in UK tax processes and our product features, contributing to 5–10 help-centre articles each quarter to enhance self-service options
- Collaborate closely with Product and Engineering to raise and track technical issues, ensuring critical bugs are clearly documented and resolved
- Maintain high-quality standards in all interactions, aligning with internal QA metrics and ensuring full compliance with GDPR and company policies
- Track key performance data using spreadsheets and internal tools, and support the Ops team in compiling quarterly reports on team performance
- Stay agile during our seasonal peaks (Nov–Jan), managing a 30–40% increase in support volume without compromising on quality or speed
- Proactively suggest and help implement at least three improvements per year to support tools or workflows that enhance efficiency or the customer experience
Salary benchmarks
Our take
For many people, filing taxes is still a painstaking, confusing and outdated process. In Germany alone, around 10 million people each year decide not to claim their tax return for this reason. Taxfix solves this problem by making it easier to file tax returns and claim rebates.
Taxfix serves as a personal tax accountant, something that many of its users can't afford or don't have access to. The app functions much like any chatbot, offering in-depth guidance and optimising the tax filing process. Users can typically file their taxes in under 20 minutes using the app, which will appeal to anyone looking to save time and effort on their personal finances. Taxfix is not alone in offering this sort of service, but it sets itself apart from rivals such as TurboTax thanks to its mobile-first approach.
The company has been well-served by its innovative and attractive app interface and acquired its German competitor Steuerbot in early 2023. With its European market covered by Berlin and Madrid offices, 2024 saw its entrance into the UK market by acquiring smaller competitor Taxscouts, establishing itself as the European leader in its sector.
Steph
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Apr 2022
$220m
SERIES D
Apr 2020
$65m
SERIES C
Total funding: $326.7m
Company benefits
- A chance to do meaningful, people-centric work with an international team of passionate professionals
- Holistic wellbeing with free mental health coaching sessions, yoga, and a discounted membership to Urban Sports Club
- A monthly allowance to spend on home support services, including childcare, housekeeping, pet sitting, tutoring, and elderly care
- Employee stock options for all employees—because everyone deserves to benefit from the success they help to create
- Dedicated relocation and visa support for those that need it
- 30 annual vacation days and flexible working hours
- Full trust to take ownership of your work in a flat hierarchy where feedback is encouraged and expected
- A generous learning budget to support your personal and professional development and guidance from our internal L&D experts
- Work from abroad for up to six weeks every year. Just align with your team, and then enjoy your trip
- Plenty of opportunities to socialise as a team. In addition to internal meetups, our international team hosts regular get-togethers—virtually and in person when possible
- Free tax declaration filing, of course, through the Taxfix app—and internal support for all personal tax-related questions
- Have a four-legged friend in your life? We’re happy to have dogs join us in the office
Company HQ
Mitte, Berlin, BE
Leadership
Mathis Büchi
(Chairman)Previously co-founded Encounter Korea and Smallpdf. Currently Founder and CEO at Genova.ai.
Lino Teuteberg
(CPO)Previously worked as an Interaction Developer at springen, and co-founded Smallpdf.
Share this job
View 12 more jobs at Taxfix