tl;dr: We’re hiring a Customer Operations builder to help run onboarding, provider stellar service end-to-end, and turn recurring customer problems into scalable systems. Your job will be to help ensure the successful implementation and onboarding of our customers both today and as we scale.
At a glance
Fully remote (ideally US, but open to other geos).
Customer-facing
Full Salary, benefits, equity, & PTO
About Taxwire
Taxwire is building the last global sales tax platform. We help companies understand tax exposure, automate compliance, and shield their business from risk across every jurisdiction, industry, and edge case.
Most companies rely on a mix of legacy software, manual processes, and expensive services to manage their tax burden. We rebuilt an enterprise-grade tax engine from zero, combining best-in-class automation with an AI-native managed services layer. We're not the "simple" solution. We're the solution that our customers trust to actually handle complexity.
We serve finance / accounting teams at SMBs and mid-market companies in tech, e-commerce, and manufacturing. Our customers and partners include controllers and VPs of finance at companies like Pulley, Italic, Middesk, Omni, Confluent Holdings, Graphite Financial, and hundreds more. Zero churn to date.
We’ve raised ~$25M from XYZ Ventures, Headline, Vinyl, Recall Capital, J Ventures, Nomo Ventures, Expansion Capital, Siqi Chen (Runway.com CEO), Michael Bock (Column Tax CTO), Joel Newbert (VP of Finance @ Decagon), Justin Mares (Founder @ Kettle & Fire, Perfect Keto, Truemed), Mike Rosengarten (OpenGov co-founder), Erik Torenberg (Village Global, On Deck, a16z), and many others.
The Role
We’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 onboarding:
Guide 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 experience:
Be 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 processes:
Turn recurring friction into systems and leave things more reliable than you found them.
Improve onboarding workflows, checkpoints, and readiness criteria
Identify recurring issues and determine root cause (people, process, or product)
Write clear, structured feedback and requirements engineers can act on
Create playbooks, documentation, and reusable templates to prevent repeat work
Design lightweight workflows (including AI-assisted) 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 We’re Looking For
You communicate exceptionally well. You can explain complex topics simply, write clearly, and keep customers confident even in high-stakes situations.
You take ownership of real problems end-to-end - you resolve the immediate issue and improve the system so it doesn’t happen again.
You like working directly with customers and take pride in helping them succeed.
You think about how to prevent work, not just complete it.
You operate calmly when stakes are high.
You have good judgment and follow through.
Requirements
We evaluate candidates directly on the following:
Must have:
Client-facing experience: onboarding, implementation, solutions, customer success, or professional services
Exceptional communication ability: you can clearly explain complex topics verbally and in writing, and customers leave conversations confident and unconfused
Strong problem solving judgment: you can break down messy situations, understand risk, and decide what matters now vs later
Ability to work in structured data (spreadsheets, checklists, workflows) without getting lost in details
Strong preference:
Prior startup experience
Why Work With Us
Accelerated 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 With Us
You 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
Automate compliance across your finance and commerce stack. Easy implementation from our tax experts and engineers. Save time, money, and headache on sales tax.
Key team members
Jason May
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