As the Manager, Customer Support, you’ll be a founding Leader at the intersection of customer care and tax expertise. You’ll serve as the face of Juno to our customers—representing Juno’s reliability, technical excellence, and standard of service. Your role is critical to ensuring issues are resolved efficiently and that customers have positive, frictionless interactions with our products and team. You will be leading a team of experienced tax professionals helping our customers achieve value from our platform.

About Juno

Founded by a CPA and tax firm owner, Juno is a fast-growing AI company solving real problems for tax accounting firms. Our mission is to empower every tax professional with technology that truly understands the job because it’s built by someone who’s lived it. Trusted by hundreds of firms and growing quickly, we’re building tools people rely on every day. If you’re excited about using AI to solve real problems and help shape the future of tax, we’d love for you to be part of it.

Description

Manager, Customer Support

Location: Downtown San Diego, CA (Hybrid: 9 AM – 5 PM Pacific)

Reports to: Chief Customer Officer (Founding Support Team Leader)

About Juno

Juno is the tax technology platform building authentic, lasting relationships between tax professionals and clients. By combining innovative automation with empathetic and experienced support, Juno transforms tax filing into a streamlined, collaborative experience. As we scale, every founding team member helps shape the customer journey and sets new standards for excellence.

The Opportunity

As the Manager, Customer Support, you’ll be a founding Leader at the intersection of customer care and tax expertise. You’ll serve as the face of Juno to our customers—representing Juno’s reliability, technical excellence, and standard of service. This is not a call center support organization. This role is direct interaction, excellent experiences, and we expect ticket reopen rates below 1%. Your role is critical to ensuring issues are resolved efficiently and that customers have positive, frictionless interactions with our products and team. You will be leading a team of experienced tax professionals helping our customers achieve value from our platform.

The ideal candidate is excited about working in a Hybrid role, Tuesday-Thursday in our San Diego office (Downtown). The hours for this role are 9 AM - 5 PM, Pacific.

Responsibilities

Serve as the front line leader for inbound tax support, with a team answering emails and chats from customers who are tax professionals.
Drive successful ticket outcomes, ensuring fast initial responses and permanent resolutions—the goal is not necessarily fast, but that tickets are solved and don’t need to be reopened.
Running our ticketing system and AI platform, ensuring optimization and positive impact for both our team, and our customers.
Maintain and optimize our stellar Knowledge Base.
Assist customers in navigating Juno’s platform, solving technical and tax workflow problems effectively.
Proactively identify patterns in customer questions and suggest improvements to product, processes, and knowledge base.
Document solutions and processes for future team scalability.
Collaborate closely with the Chief Customer Officer and other leadership to build systems and culture for Juno.

Required Qualifications - These are all really required for consideration

5+ years of experience Leading SaaS support organizations. If you experience is call centers only, please do not apply.
Experience creating help documentation or and managing an extensive knowledge base.
Desire and true empathy to help others in the tax industry.
Experience with process development and implementation in client-facing operations.
Excellent written and verbal communication skills, able to distill complex tax concepts for customers.
Comprehensive understanding of ticketing and support platforms in SaaS environments.
Adaptability, positivity, and a spirit that’s hungry to shape processes in a fast-moving AI environment.

Preferred Qualifications

Working knowledge of federal and state tax preparation, electronic filing, and client data management.
Experience building AI chat bots and systems

Why Juno

Be a foundational Leader of an ambitious AI organization with limitless growth potential.
Collaborate closely with executive leadership and help define a culture of excellence. CEO and CCO are in San Diego!
Competitive Salary
Equity for full-time employees
Enjoy flexibility and a welcoming work environment in San Diego.
Great individual medical, dental, and vision coverage
Onsite fitness center
Free parking