Client Success Representative I - Queue Team
Posted
Title: Client Success Representative I - Queue Team
Reports to: Client Experience Manager
Location: Any Hood Office (Remote/Hybrid Eligible): Internal candidates will maintain their current work arrangement
Budget: $18/hr - $20/hr DOE
About the Role
At PaulHood, we are transforming the mid-market CPA industry with an entirely new model. Our year-round membership model provides clients with expert tax and financial guidance, helping them feel more secure and realize their long-term financial goals. Founded 30 years ago by Paul Hood, our company has grown rapidly and now serves over 15,000 customers nationwide. To support our continued growth, we have completely modernized our business with technology and processes more akin to a SaaS company than a CPA firm.
We are seeking a Client Success Representative I – Queue Team to support the day-to-day service needs of our members and deliver an experience rooted in our client-first values. In this role, you will serve as a point of contact for routine client requests, document collection, and administrative support activities, including ensuring clients feel the value of their membership at every touchpoint. You will help resolve basic issues, support client inquiries, and identify opportunities to connect members with additional services aligned with their goals.
The ideal candidate will have experience in customer service or support roles, with a strong desire to grow their skills in client success. You bring foundational knowledge in service delivery, a willingness to learn, and a drive to support others.
To do this well, you’ll need to be detail-oriented, proactive, and people-focused. You should feel comfortable navigating client systems, communicating with empathy, and contributing to a collaborative, fast-paced team environment. You’ll also need to be committed to continuous improvement and energized by helping members succeed through each phase of their journey.
What You Will Bring, Do, and Own
Reports to: Client Experience Manager
Location: Any Hood Office (Remote/Hybrid Eligible): Internal candidates will maintain their current work arrangement
Budget: $18/hr - $20/hr DOE
About the Role
At PaulHood, we are transforming the mid-market CPA industry with an entirely new model. Our year-round membership model provides clients with expert tax and financial guidance, helping them feel more secure and realize their long-term financial goals. Founded 30 years ago by Paul Hood, our company has grown rapidly and now serves over 15,000 customers nationwide. To support our continued growth, we have completely modernized our business with technology and processes more akin to a SaaS company than a CPA firm.
We are seeking a Client Success Representative I – Queue Team to support the day-to-day service needs of our members and deliver an experience rooted in our client-first values. In this role, you will serve as a point of contact for routine client requests, document collection, and administrative support activities, including ensuring clients feel the value of their membership at every touchpoint. You will help resolve basic issues, support client inquiries, and identify opportunities to connect members with additional services aligned with their goals.
The ideal candidate will have experience in customer service or support roles, with a strong desire to grow their skills in client success. You bring foundational knowledge in service delivery, a willingness to learn, and a drive to support others.
To do this well, you’ll need to be detail-oriented, proactive, and people-focused. You should feel comfortable navigating client systems, communicating with empathy, and contributing to a collaborative, fast-paced team environment. You’ll also need to be committed to continuous improvement and energized by helping members succeed through each phase of their journey.
What You Will Bring, Do, and Own
- Respond to routine client inquiries and provide timely updates and support.
- Manage client requests, ticket queues, and escalate complex issues as needed.
- Collect, review, and track client documentation to ensure completeness.
- Support client onboarding, portal access, and technology-related questions.
- Maintain accurate client records and update CRM systems.
- Monitor assigned client statuses and follow up on outstanding items.
- Assist with tax season campaigns, payment follow-up, and operational initiatives.
- Coordinate meetings and process administrative requests.
- Contribute to process improvement that enhances client service and operational efficacy.
Experience and Education You Will Need
- High school diploma or equivalent required. An associates degree or coursework in business, communications, or a related field preferred.
- One year experience in customer service, administrative support, front desk, or a related role required.
- Data entry or call center experience is strongly preferred.
- Basic proficiency with Microsoft Office and the ability to learn new technology systems is required.
- Experience in a professional services, financial services, accounting, legal, healthcare or tax environment is preferred.
- Experience using CSM, ticketing, or client management systems is preferred.
Who You Are
- You love delivering outstanding customer service and value developing long-lasting relationships with clients.
- You have strong verbal and written communication skills.
- You are able to manage multiple priorities in a fast-paced environment.
- You’re comfortable working with virtual systems, portals, and digital tools, with a knack for quickly learning new technologies.
- You take pride in keeping things in order, ensuring documents, projects, and tasks are accurate and complete.
- You can interact professionally with clients and team members in writing and over the phone, ensuring clarity and understanding.
- You are a self-starter and excel at managing and completing tasks in a structured environment, keeping productivity high while maintaining quality.
- You work collaboratively, supporting your colleagues and contributing to the team’s overall success.
- You are tech-savvy and know Microsoft Office suite and the ability to quickly learn new software and technology.
- You show up for work on time with a positive attitude and know how to keep information confidential.
What’s In It For You
You will join a forward-thinking team that is reshaping the future of the tax and accounting industry. With a strong commitment to diversity and inclusion, our gender-balanced leadership group reflects our belief in the power of varied perspectives to drive innovation. You’ll align with an organization that helps its clients optimize their financial health, enabling them to keep more, save more, and protect more of their money so they can use it for the things they care about most.
In addition to the inherent satisfaction of aligning with a business that is changing the lives of thousands of people, you will receive stock options to align your rewards with the success of the company. Importantly, you’ll be part of a team that prioritizes trust, collaboration and having fun. We work hard and value rest.
In addition, our benefits package includes:
+ Bonus Opportunity
+ Stock Options
+ Generous time off allowance (Holiday, Vacation, & Sick time), above industry standard
+ Paid parental leave
+ Comprehensive Employee Benefits Package
+ 401k Program with Company Matching
+ Paid Volunteer Days
+ Educational/Personal Growth Reimbursement
EEO and Diversity Statement
PaulHood is an equal opportunity employer. We recruit, employ, compensate, develop, and promote without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, pregnancy, marital status, gender identity or expression, status as a veteran, or any other legally protected characteristic or activity in accordance with applicable federal, state, and local laws. If you need reasonable accommodation in the application or interview process, please tell us.
At PaulHood, we champion a vibrant workplace culture that thrives on diversity, and we do not tolerate discrimination or harassment. We are one team from many backgrounds, innovating through diversity of individuals, who are driven by a passion for creating an inclusive space for all. Believing a culture of equality creates a stronger work environment for all employees and that we are all accountable for encouraging and celebrating diverse voices, PaulHood will continue to champion a workplace culture that prizes diversity and inclusivity.