About this role
About TaxwireTaxwire is building the last global indirect-tax platform finance teams will ever need. We help companies understand their tax exposure, calculate and collect the right amount, automate registrations and filings, and stay compliant as they grow across jurisdictions.
Indirect tax is high-stakes, fragmented, and unforgiving. Rules change constantly, vary by product and location, and create real financial risk when companies get them wrong.
We hire people with high ownership, strong judgment, and low ego. Everyone at Taxwire is expected to understand the customer, solve messy problems end to end, and build systems that scale. We move quickly because our customers depend on us to get it right.
We’ve raised approximately $25 million, serve hundreds of SMB and mid-market companies, and continue to win customers away from legacy providers. We’re proud to have had zero churn to date.
If you want to solve a massive, permanent problem alongside experienced tax experts and product builders, Taxwire is the place to do it.
About the roleWe’re hiring for founding Customer Operations.
Taxwire isn’t just software — customers rely on us to execute correctly in a high-risk compliance environment. Growth breaks when customers get confused, onboarding stalls, or issues bounce between teams. Your job is to make that not happen.
You will own the customer experience from signed deal to ongoing usage. You’ll run onboardings, handle real problems when they occur, and then redesign the process so they don’t happen again.
This role combines hands-on customer work with system building. You’ll spend a meaningful amount of time directly with customers — and the rest turning what you learn into repeatable workflows.
You will work directly with the head of product and ops.
What you’ll do Run customer onboardingGuide customers from closed deal to live
Lead onboarding calls and training
Collect required information and documentation
Configure systems and verify readiness
Identify blockers and get customers unstuck
Drive accounts to go-live
Primary metric: Time to go live
Own the day-to-day customer experienceBe the first responder when customers need help—and make sure issues don’t repeat
Investigate and resolve customer issues
Coordinate across teams when needed
Communicate clearly during high-stakes situations
Close feedback loops after resolution
Primary metric: Customer NPS
Build scalable processesImprove onboarding workflows, checkpoints, and readiness criteria
Identify recurring issues and determine whether the root cause is people, process, or product
Write clear, structured feedback and requirements engineers can act on
Create playbooks, documentation, and reusable templates that prevent repeat work
Design lightweight workflows, including AI-assisted workflows, to reduce manual effort
Partner with Product to prioritize fixes that materially improve customer experience
Primary metric: Reduction in repeat questions and manual intervention per customer
What you needExceptional communication skills: you can explain complex topics clearly in writing and conversation, and customers leave interactions confident rather than confused
Client-facing experience in onboarding, implementation, solutions, customer success, or professional services
Strong problem-solving judgment: you can break down messy situations, understand risk, and decide what matters now versus later
Ability to work in structured data, including spreadsheets, checklists, and workflows, without losing the details
A track record of owning real problems end to end, resolving the immediate issue, and improving the underlying system
Calm execution and reliable follow-through when the stakes are high
Nice to havePrior startup experience
Why work at TaxwireAccelerated learning across customers, product behavior, and operations
Real ownership and visible impact
High standards but kind team
Strong product-market fit signals and happy customers
Meaningful equity and well-funded company
Why you shouldn’t work at TaxwireYou want narrow responsibilities
You prefer predictable environments
You avoid accountability for outcomes
You dislike working directly with customers
You want heavily structured processes to follow
BenefitsCompany-covered benefits
Meaningful equity
Paid time off