Customer Service Specialist

Support customers during peak tax season by providing exceptional service across multiple channels while working flexible hours from the comfort of your home.

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Job Category:

Job Type:

Job Location:

Rate:

  • Operations
  • Full time
  • Remote
  • $18 per hour

Who We Are

Sirius Support is a fully-remote outsourcing organization that provides customer support across a variety of technology and customer service functions. Our founders have 40 years of combined experience building and leading teams in various fields across various industries and domains.

Our Culture

We create and build human connections through technology. We encourage work-life balance for our part- and full-time employees. We are a fun remote family that encourages diversity, inclusivity, and respect. Communication and teamwork are important to us because we rely on each other individually and collectively as one large happy family to produce top-notch results.
What makes our employees happy is a caring remote environment with regular employee engagement and development. We are competitive and strive to live by our success mantra: Define, Measure, Analyze, Improve, Control, and Repeat.

 

 

What We Offer

  • It is an opportunity to work at one of the few truly global, truly remote work organizations, and to learn from highly-skilled people with a focus on developing our employees through coaching and mentoring.
  • Exposure to multi-disciplinary areas and hands-on experience with a variety of work
  • Daily and weekly team and group meetings
  • Regular coaching sessions to help you learn and improve
  • Clear feedback so you always know where you stand


Who You Are

If you resonate with what you have read so far, this is who we are looking for:
You believe in enjoying what you do for work and you are good at your job. You are a committed, adaptable, technology savvy, and self-motivated individual with a good sense of humor. You enjoy working in a fast-paced and people-centric environment that drives high performance and positive behaviors. You enjoy learning as well as sharing knowledge and teaching others. You are proactive and take the initiative for continuous improvements.

ABOUT THE ROLE

We are scaling Sirius Support’s customer care team to support one of America’s most trusted tax preparation platforms during the critical 2025-2026 tax season. As a Customer Service Specialist you will deliver exceptional support to millions of taxpayers, helping them navigate questions, resolve issues, and ensure a seamless tax filing experience.
This is a work-from-home independent contractor opportunity that offers flexible scheduling, competitive pay, and the chance to be part of a high-performing team during one of the busiest seasons in customer support. You’ll gain valuable technical troubleshooting experience while making a meaningful impact on customers during a stressful time of year.

Customer Support Delivery


  • Provide exceptional customer service via phone with taxpayers using leading tax preparation software
  • Resolve inquiries related to account access, technical issues, product features, billing questions, and general software navigation
  • Troubleshoot technical issues using screen-sharing tools (Smartlook, Glance) to guide customers step-by-step through solutions


Quality & Performance


  • Document all customer interactions accurately and follow established workflows to ensure quality first-contact resolutions
  • Meet performance standards including but not limited to customer satisfaction scores (tNPS), issue resolution rates, and quality metrics
  • Maintain flexible availability to support variable customer demand, especially during peak tax filing deadlines
  • Continuous Improvement
  • Participate in ongoing coaching and training sessions to enhance service delivery and technical skills
  • Adapt to evolving customer needs and product updates throughout the tax season

  • Basic Requirements:

     

    • Age: 18 years or older
    • Education: High School Diploma or GED equivalent
    • Work Authorization: Legally authorized to work in the United States
    • Location: Must reside in the United States (all 50 states eligible)
    • Must pass a comprehensive background check

    Skills:

     

    • Communication: Excellent verbal and written English communication; professional phone demeanor and empathetic customer engagement
    • Technical Proficiency: Comfortable navigating multiple computer applications simultaneously; strong basic troubleshooting skills
    • Work Environment: Private, quiet workspace with a professional environment suitable for customer interactions
    • Reliability: Dependable schedule adherence, consistent attendance, and ability to work flexible hours including weekends
    • Technical Requirements (Non-Negotiable)


    ⚠️ CRITICAL – ALL TECHNICAL REQUIREMENTS MUST BE MET ⚠️


    • Device: Windows-based computer only (Mac devices NOT supported)
    • Processor: Minimum 1 GHz dual-core CPU; 7th Gen Intel Core i5 or equivalent required (i7 or higher recommended)
    • Memory: 8 – 12 GB RAM
    • Storage: At least 250 GB of available disk space
    • Network: Stable internet connection with a functioning network interface
    • Audio: Ability to process high-quality sound using a USB headset
    • Available Ports:
      One accessible USB port for a USB headset
      One accessible USB port for a USB webcam
    • Connectivity:
      Internet: Minimum 25 Mbps download / 15 Mbps upload, latency ≤100ms
      Connection Type: Wired Ethernet connection required (Wi-Fi NOT permitted)
      Browser: Latest version of Chrome (preferred), Edge, or Firefox

    Preferred


    • Prior customer service or contact center experience
    • Experience with work-from-home/remote customer service roles
    • Familiarity with tax preparation software or financial services
    • Strong problem-solving and de-escalation skills
    • Self-motivated with the ability to work independently in a fast-paced environment

    Key Skills

    Customer Service | Communication | Problem Solving | Technical Troubleshooting | Multitasking | Empathy | Adaptability

    Success Metrics

    • Customer Satisfaction (tNPS): Consistently meet or exceed target satisfaction scores
    • First-Contact Resolution: Resolve customer issues efficiently without escalation
    • Quality Assurance: Maintain high scores on call monitoring and interaction reviews
    • Availability & Attendance: Demonstrate reliable schedule adherence, especially during peak periods
    • Continuous Growth: Show improvement through training participation and coaching feedback

    Why Join Sirius Support?

    ✅ Work from home – No commute, comfortable environment, better work-life balance
    ✅ Flexible scheduling – Build your schedule around your life and other commitments
    ✅ Seasonal opportunity – Perfect for those seeking temporary income during tax season
    ✅ Skill development – Gain valuable customer service and technical support experience for your career
    ✅ Supportive team – Dedicated support from Sirius operations, training, and technical teams
    ✅ Future opportunities – High performers may be considered for additional Sirius Support programs and extended contracts

    Application Process


    1. Submit Application – Complete online application with resume
    2. Screening – Brief conversation to assess fit and answer questions (15-20 minutes)
    3. Technical Assessment – Verify equipment and connectivity meet requirements
    4. Background Check – Comprehensive screening (5-10 business days)
    5. Training Enrollment – Access to online training platform
    6. Go Live – Begin taking customer contacts upon training completion

    Timeline: Applications reviewed on a rolling basis; hiring immediately for December 1 start date.

    Equal Opportunity
    Sirius Support is an equal opportunity employer committed to building a diverse and inclusive workforce. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic.

    Questions?
    Email: recruitment@sirius-support.com


    🚀 APPLY TODAY AND MAKE TAX SEASON EASIER FOR MILLIONS OF AMERICANS!
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