US Tax Advisor (Customer Support) - Remote

About the role

A remote position for an experienced accounting professional to give Level 2 support for complex customer inquiries about US accounting, individual and small business taxation, bookkeeping and payroll. The role calls for strong technical tax and accounting expertise, independent judgment and client-facing communication, not just scripted answers or ticket routing. It is based in San José.

Key responsibilities

• Investigate and resolve escalated and directly assigned accounting and tax support tickets.
• Review and troubleshoot bookkeeping discrepancies, account reconciliations and accounting transactions.
• Help clients with Form 1040 and Schedule C questions, Form 1120-S questions, quarterly estimated taxes, self-employment tax, S Corp compensation and payroll setup and processing issues.
• Explain tax concepts and recommended next steps to clients through Zendesk, email-style ticket responses and scheduled phone support.
• Research unfamiliar scenarios, coordinate with internal specialists when needed, document resolutions and track recurring issues.
• Learn new systems and work with proprietary platforms and AI-assisted workflows.

Required profile

• Professional accounting and tax experience, including hands-on work with Form 1040/Schedule C, Form 1120-S, quarterly estimated taxes and S Corp compensation.
• Ability to explain technical concepts to clients, not just prepare returns or support internal teams.
• Excellent written and spoken English.
• Shifts 8:00 AM to 8:00 PM Eastern Time, with staggered schedules overlapping US business hours.
• Candidates focused mainly on sales/use tax, C Corp or international tax are not a strong fit unless they also have the required hands-on experience.

Required skills

• Bookkeeping, account reconciliations, payroll and financial reporting.
• QuickBooks or comparable accounting software, Microsoft Excel / Google Sheets.
• Zendesk is preferred but not required; training can be provided.
• Preferred: CPA or Enrolled Agent certification, QuickBooks certification, experience with tax and payroll software, Big Four or established practice background.