About TaxBit

TaxBit is helping to drive mainstream adoption of digital assets by connecting the consumer, enterprise, and government tax and accounting ecosystems. 

Our Software-as-a-Service platform streamlines our customers’ reporting experience across traditional and digital asset classes. We are trusted in this work by thousands of consumers, leading exchanges and enterprises, government agencies (including the IRS), respected accounting firms, and others to solve complex accounting problems at scale and ensure compliance with the latest tax laws. TaxBit investors include Paradigm, Tiger Global, PayPal Ventures, Winklevoss Capital, Coinbase Ventures, and other leading crypto investors. Our team is located in Salt Lake City, UT and Seattle, WA.

If you’re searching for a company that’s dedicated to your growth, recognizes your unique contribution, and provides a fun, flexible and inclusive work environment, then TaxBit is the place for you. We’re looking for team members ready to join a hypergrowth company and are excited to work at the forefront of an entirely new industry. 

The Role

The Digital Content Specialist is responsible for driving our Customer Experience self-service strategy, transforming the way we engage and assist our customers. Your role will be critical to drive TaxBit’s digital self-service customer journey, collaborating across our Operations, Marketing, Product and Engineering teams.  

As a Digital Content Specialist, you will manage our AI Powered Chatbot to implement customer experiences designed to empower self-resolution, increase contact containment and reduce friction for our end-users. You’ll identify opportunities to automate, improve and create new experiences to ensure an effortless end-to-end customer experience.

Key Responsibilities

• Deliver a chatbot experience on our website that is best in class
• Drive Digital Self-Help strategy, requirements, and system of record 
• Report chatbot performance metrics to Leadership and stakeholders on a weekly, monthly, quarterly basis
• Leverage automation to create high-impact customer-facing Chatbot Dialogs to empower continued customer education
• Collaborate with Customer Experience, Product, Engineering, SME, and Marketing teams to support release activity and optimization efforts
• Conduct Chatbot audits to identify gaps and opportunities to bolster resources for our end-users
• Implement ADA Standards including multi-media, multi-language, sample files and photo examples. This added presentation of information in a modernized way will make the information stand out and appeal as more than just text for our end-users users

Desired Skills & Qualifications

• 1+ years Digital self-service experience creating workflows and digital solutions
• Ability to quickly grasp complex technical concepts and make them easily understandable by combining text, images and video
• Strong conversational writing and readability skills as they relate to creating personalized customer experiences
• Previous Saas, Tax, Accounting, Fintech or Crypto experience a plus
• Experience working in a fast paced start-up environment