Drive simplification and automation of tax operations for a B2B SaaS product. Gather requirements, launch automation features, partner with engineering, design, and operations, and integrate third-party tools to deliver end-to-end solutions.

Serve as first-line support via email and chat, troubleshoot and resolve customer issues, guide users through the SaaS platform, escalate complex technical problems, document interactions to identify trends, collaborate with product and onboarding to improve help docs and FAQs, and maintain high customer service standards for Southeast Asia customers.

Serve as first contact for customer issues via email, chat, tickets and video calls. Triage and resolve tier-1 issues, troubleshoot integrations (Shopify, Stripe, QBO, NetSuite), document and escalate bugs, maintain knowledge base, track support metrics, meet SLAs, and deliver high CSAT interactions.