US Tax Assistant & Customer Support Specialist (Remote - Colombia)

About the role

We are seeking a proactive, client‑focused professional to support our growing U.S. tax practice. The role is fully remote from Colombia and aligns with U.S. business hours, providing front‑office client interaction, document intake coordination, and administrative support.

Key responsibilities

• Serve as the primary point of contact for clients via phone, email and SMS, providing status updates and plain‑English explanations.
• Guide clients through tax document intake (W‑2s, 1099s, bank statements, etc.) and send polite reminders for pending items.
• Schedule, confirm and reschedule client consultations and review meetings for tax preparers.
• Maintain client files, status tags and timelines in practice‑management software (Canopy, TaxDome or Karbon).
• Handle non‑technical client queries independently and route complex tax questions to the appropriate preparer.
• Issue basic retainers/invoices, record payments and assist with general administrative tasks.

Required profile

• 1–3 years of experience in customer support, virtual assistance or administrative support.
• Fluent English (C1/C2) with excellent spoken and written communication.
• Basic awareness of U.S. tax documents (W‑2, 1099, 1040) and tax season timelines.

Required skills

• Familiarity with CRM/practice‑management tools such as Canopy, TaxDome or Karbon.
• Proficiency in Google Workspace, Microsoft Excel and VoIP platforms (RingCentral).
• Experience using AI tools (e.g., ChatGPT, Claude) for drafting communications and summarising notes.