Customer Success Intern (d/f/m) in London

Our story: Every year millions of people are either filing their taxes in fear or giving up on their tax refund altogether. We're working on fixing that. Our intuitive app enables anyone, regardless of education or background, to file their taxes with newfound confidence. Spread across Germany, Spain and the UK, the team at Taxfix Group with its brands Taxfix, Steuerbot and TaxScouts, is a compassionate group of solution-finders. We speak our minds openly, and with over 400 professionals, including tax experts, developers, and IT security experts, we're rich in ideas and voices. The group has facilitated more than 3.5 billion euros in tax refunds for its customers since its founding in 2016.

Your challenge: As a Customer Success Intern at Taxfix, you'll be at the heart of our mission to simplify taxes and empower people to feel confident about their finances. You’ll provide world-class support to customers and accountant partners alike, ensuring their needs are met with empathy, precision, and speed. During our peak season, you’ll play a key role in helping us scale our operations while maintaining our high standards of service. This internship is not just about answering tickets — it’s an opportunity to develop deep product and tax knowledge, influence how we improve the customer journey, and work cross-functionally with Product, Engineering, and Ops teams. If you're eager to grow your skills in a fast-paced, impact-driven environment while supporting real people through complex processes, we’d love to hear from you.

Your responsibilities:

• Respond to customer inquiries via live chat, email, and phone with empathy and accuracy, consistently achieving a first response time of under 2 minutes and a CSAT score of 85% or higher.
• Troubleshoot customer and accountant issues effectively, resolving the majority on the first contact and ensuring resolution within 24 hours.
• Identify and share feedback trends with internal teams to improve customer experience and retention, delivering at least 10 actionable insights per quarter.
• Support our accountant partners with clarity and care, maintaining satisfaction ratings of 90% or higher.
• Develop subject-matter expertise in UK tax processes and our product features, contributing to 5–10 help-centre articles each quarter to enhance self-service options.
• Collaborate closely with Product and Engineering to raise and track technical issues, ensuring critical bugs are clearly documented and resolved.
• Conduct inbound and outbound sales calls with prospective customers, clearly explaining how our service works and what to expect from the tax filing process.
• Track key performance data using spreadsheets and internal tools, and support the Ops team in compiling quarterly reports on team performance.
• Stay agile during our seasonal peaks (Nov–Jan), managing a 30–40% increase in support volume without compromising on quality or speed.
• Guide customers through the onboarding journey over the phone, answering questions with confidence and tailoring your explanation to their level of tax knowledge.
• Follow up with leads who have shown interest but not yet completed sign-up, using calls as an opportunity to address concerns and convert them into active users.

Your profile:

• You have 1–2 years of experience in a customer-facing support role, ideally across live chat, email, or phone, and feel confident resolving issues independently within service-level targets.
• You’re a clear, empathetic communicator who can simplify tax-heavy topics into friendly and accessible guidance for customers.
• You’re technically comfortable navigating multiple platforms (like Intercom, Zendesk, Slack, or Notion) and pick up new tools quickly.
• You approach problems analytically — spotting patterns, troubleshooting effectively, and escalating issues with the right context.
• You enjoy collaborating across functions and have worked with Ops, Product, or Engineering teams to get customer issues resolved.
• You’re confident using spreadsheets (Google Sheets or Excel) for basic analysis and reporting, and you're keen to use data to improve support processes.
• You’re curious and proactive about learning — especially when it comes to understanding UK tax processes and how our product works.
• Bonus: You’ve worked in a fintech or seasonal environment before, contributed to help centre content, or bring multilingual skills to the table.
• You thrive in fast-paced, evolving environments where you can make a meaningful impact and help shape how we support our users.
• Familiarity with generative AI tools.

Why Taxfix? A chance to do meaningful, people-centric work with an international team of passionate professionals. Plenty of opportunities to socialise as a team. In addition to internal meetups, our international team hosts regular get-togethers—virtually and in person when possible. Have a four-legged friend in your life? We’re happy to have dogs join us in the office. Excited? So are we. Learn more about Team Taxfix on our blog and get a glimpse of our culture. At Taxfix, we believe that incredible things happen when you have a wealth of perspectives and experiences. We're proudly committed to equal employment and development opportunities no matter your gender, race, religion, age, sexual orientation, colour, disability, or place of origin. To help mitigate any potential unconscious biases, we ask that you refrain from including your picture, age, or marital status on your CV. Let your experiences speak for themselves. Not sure if you meet all the requirements for this role? Please apply anyway. You might bring something special to the team that we hadn't considered previously.