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Taxfix is a fintech company on a mission to democratize tax filing and financial empowerment. With offices in Berlin and Madrid and 350+ team members from 65+ nations, Taxfix has raised €300M+ in funding and helped customers recover €3B+ in tax refunds through its intuitive mobile app.
As a Customer Success Manager, you will support Taxfix customers through chat and email, ensuring they receive competent, empathetic, and reliable assistance with app usage, technical features, payments, tax-related questions, and data privacy concerns. You will work flexibly from home or the modern Berlin office.
Key responsibilities include:
- Providing clear, empathetic, and solution-oriented support to customers via chat and email
- Handling diverse inquiries spanning app usage, technical functionality, payments, tax topics, and data protection
- Independently resolving complex or sensitive cases and escalating appropriately with full context
- Collaborating closely with the Customer Success team, Operations, and tax experts to ensure timely and reliable customer support
- Developing support processes, templates, macros, and the internal knowledge base alongside your team
- Identifying recurring questions and improvement opportunities; structuring customer feedback into actionable insights for product and process teams
- Contributing to cross-functional projects and seasonal initiatives that enhance service and support experience
Taxfix offers a hybrid work model with flexibility to work remotely up to six weeks per year internationally. Benefits include 30 days annual leave, flexible working hours, stock options for all employees, free mental health coaching and yoga, a monthly wellness budget, generous learning and development budget, and a dog-friendly office.
Requirements:
- 2–3 years of experience in Customer Success, Customer Support, Customer Care, or comparable service-oriented roles (hospitality and retail experience also valued)
- German language proficiency at C2 level (native or near-native); very strong English
- Customer-centric mindset with ability to communicate clearly, empathetically, and professionally during complaints, escalations, and technical issues
- Strong teamwork, knowledge-sharing, and collaborative approach
- Solution- and process-oriented work style with strong written communication skills
- Preferred: experience with CRM or ticketing systems (Zendesk, Intercom, Salesforce); tax knowledge is a plus but not required
- Curiosity, adaptability, and willingness to learn new products and processes; exposure to generative AI is welcome
