Senior Customer Engagement Specialist

The Senior Customer Engagement Specialist is an empathetic, analytical professional who drives customer loyalty and elevates the customer journey across all touchpoints. This role bridges real-time customer engagement with tax servicing operations to ensure accurate, timely, and efficient resolution of customer inquiries and tax-related matters. The role serves as a strategic advocate for the customer — partnering with internal teams including Operations, Product, and Quality — to translate customer insights into service improvements, eliminate systemic pain points, and foster long-term loyalty.