About the Role
This role supports Canadian taxpayers by delivering accurate tax advice and troubleshooting assistance through phone and digital channels, primarily in French, using in-depth knowledge of tax regulations and software navigation.
Responsibilities
- Provide accurate tax guidance to customers preparing their returns
- Respond to customer inquiries in both French and English
- Diagnose and resolve technical issues with tax software
- Assist users in navigating tax preparation tools
- Explain tax forms and filing requirements clearly
- Ensure compliance with Canadian tax laws and regulations
- Handle sensitive financial data with confidentiality
- Work during peak tax season with flexible scheduling
- Deliver high-quality customer service under time constraints
- Escalate complex tax scenarios to senior advisors
- Maintain up-to-date knowledge of tax code changes
- Follow structured support protocols for consistency
- Document customer interactions accurately
- Adhere to service level expectations
- Support customers using digital self-service platforms
- Guide users through error resolution steps
- Clarify eligibility for tax credits and deductions
- Assist with account access and setup issues
- Promote product features that improve filing accuracy
- Participate in mandatory seasonal training sessions
- Meet performance metrics for quality and efficiency
- Use empathy when dealing with stressed taxpayers
- Stay current with annual tax form updates
- Collaborate with team leads for issue resolution
- Maintain professional demeanor in all interactions
Compensation
Competitive hourly rate
Work Arrangement
Remote
Team
Part of the Customer Care team supporting tax software users
Why This Role Is Important
Tax season brings critical deadlines for individuals and small businesses. This role ensures users can file accurately and on time, especially those relying on French-language support. Expertise directly impacts customer confidence and filing success.
Work Schedule
Position is active from January through April. Hours may include evenings and weekends to accommodate customer needs. Schedule will be communicated in advance based on volume forecasts.
Technology Requirements
Applicants must have a personal computer meeting minimum specifications, high-speed internet, and a headset. Company does not provide equipment for this seasonal role.
Training Period
Mandatory training occurs prior to handling live customers. Covers tax updates, software changes, and support protocols. Training is remote and scheduled during early January.
Performance Expectations
Success is measured by accuracy, customer satisfaction, and adherence to quality standards. Advisors are expected to maintain focus and consistency throughout the season.
Seasonal Nature of Position
This is a temporary role aligned with the Canadian tax filing cycle. There is no guarantee of future seasonal rehire, though strong performance may be considered.
Language Proficiency Assessment
Candidates must pass a French language evaluation to confirm fluency. Testing includes reading, writing, and conversational components related to tax terminology.
Onboarding Process
Selected candidates complete background checks and sign confidentiality agreements before access to systems is granted.
Support Resources
Advisors have access to internal knowledge bases, tax research tools, and escalation paths to resolve uncommon scenarios.
Customer Base
Serve a diverse group including individuals, freelancers, and small business owners preparing their own taxes with digital tools.
Not applicable
