Customer Success Intern (d/f/m)

Job description

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 tech…