Why This Job is Featured on The SaaS Jobs
This Customer Experience Specialist role stands out in SaaS because it sits at the intersection of enterprise support and a highly regulated product domain. Taxbit operates a SaaS platform for digital-asset tax and accounting, where customer outcomes depend on accuracy, traceability, and disciplined incident handling. The listing also signals a regional expansion moment with a new Singapore office, making the role relevant to how SaaS companies establish reliable customer operations as they broaden their footprint.
For a long-term SaaS career, the work builds durable skills in running support as an operational system, not just answering tickets. The remit includes structured troubleshooting, coordinating with Product and Engineering, and contributing to documentation and process improvements, all of which translate well across B2B SaaS environments. Exposure to on-call incident response also develops a practical understanding of service reliability and customer impact, experience that often becomes foundational for senior support, customer operations, or technical account paths.
This position suits professionals who like methodical problem solving, clear written communication, and closing loops across teams. It will particularly fit someone who wants to deepen product fluency in a complex domain and is comfortable working within defined workflows and tools while steadily improving them over time.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Company
Founded in 2018 by CPAs, tax attorneys, and software developers, Taxbit is creating an entirely new category to enable widespread compliant adoption of digital assets for the global economy. Taxbit’s Software-as-a-Service (SaaS) platform streamlines and automates customers’ tax reporting and accounting activities for digital assets.
Trusted by leading crypto, tech, and traditional enterprises, Big 4 accounting firms, and government agencies (including the IRS), Taxbit solves compliance challenges at scale amidst an ever-evolving regulatory landscape. Taxbit is backed by leading Silicon Valley VCs with teams located in New York City, San Francisco, Seattle, Salt Lake City, and Europe.
Opportunity for Impact
Taxbit is seeking a Customer Experience Specialist to help launch our new Singapore office. This opportunity reflects Taxbit’s continued global expansion, with this role being a pivotal piece of growing our customer base and network in the APAC region. We are looking for a Customer Experience Specialist to assist our clients that utilize Taxbit’s various SaaS offerings to ensure that we provide them with the most accurate and correct information in a timely manner!
Customer Experience Specialists are expected to represent Taxbit in a professional and friendly manner. You should be comfortable working directly with Taxbit’s enterprise clients within a reasonable time frame. You will strive to become a subject matter expert on Taxbit’s product and have a passion for learning about crypto, tax and accounting. Our team requires the highest level of teamwork and trust to achieve our organizational goals.
This role is based in Singapore. Candidates must be legally authorized to work in Singapore without company-sponsored visa support (e.g., holders of a valid Employment Pass or Permanent Resident status). This role also requires business level fluency in English. Proficiency in Mandarin is preferred.
Role and Responsibilities
- Deliver a great customer experience, with a focus on Taxbit’s Enterprise SaaS offerings
- Act as the initial point of communication for our Enterprise customers via our ticketing system. Familiarity with Zendesk is a plus.
- Actively update, maintain and monitor customer queries in a timely and accurate way
- Investigate and resolve customer-reported issues on our Crypto Tax and Accounting platforms, identifying causes and providing workarounds or collaborating with Engineering when necessary
- Identifying customer needs and helping customers use specific features
- Collaborate with Product, Engineering, and SMEs to resolve complex customer issues and leverage internal tools such as Linear to track and manage tickets
- Participate in a rotational 24/7 on-call incident response to address customer-impacting issues
- Identify gaps or opportunities in existing processes and independently develop solutions to improve team efficiency and customer outcomes
- Create and maintain internal and customer-facing documentation to enable scalable knowledge sharing
Professional Qualifications
- 1+ years of experience in Customer Support or a related field preferred
- Proficient written communication and writing skills
- Excellent cross-team collaboration skills
- Ability to troubleshoot customer-reported issues and identify underlying causes to support effective resolution
- Ability to learn quickly and pivot to different types of projects
- Comfortable with multitasking and managing multiple priorities simultaneously
- Comfortable using Excel to organize, analyze, and interpret data
- Bonus: Experience with blockchain or cryptocurrency data, or a willingness to learn
Personal Characteristics
- Passionate or curious about Crypto
- Eager learner
- Self starter
