Senior Associate – Canadian Tax Support (2+ Years Experience)

About the role

We are seeking a Senior Associate to provide live, night‑shift support to Canadian Tax Professionals. You will act as the primary point of contact for product, process, and tax‑related queries, ensuring timely and accurate resolutions while maintaining high customer satisfaction.

Key responsibilities

• Deliver live support to Canadian Tax Professionals on product, process, and tax queries.
• Handle customer inquiries, providing accurate and professional resolutions.
• Manage direct client interactions and maintain a high level of satisfaction.
• Resolve escalated issues within defined service timelines.
• Follow established tax processes, policies, and support procedures.
• Collaborate with internal teams to address complex queries.
• Record interactions, issues, and resolutions accurately.
• Identify recurring issues and feed back improvements to processes.
• Ensure compliance with quality standards and service levels.

Required profile

• 2–4 years of experience in tax customer support or a similar client‑facing role.
• Proven ability to manage and resolve escalations.
• Strong verbal and written communication skills.
• Excellent problem‑solving and analytical abilities.
• Capacity to work independently in a fast‑paced environment.
• Strong stakeholder management and customer‑service orientation.

Required skills

What we offer

• Night‑shift schedule with defined off‑season and busy‑season patterns.
• Opportunity to work with a specialized tax support team.
• Professional development in Canadian tax processes.