Client Experience I - Virtual Support

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$500 Seasonal Retention Bonus! $500 bonus payable in April for all seasonal team members who start on 12/9/25 and work with us through 4/15/2026!

Title: Seasonal Client Experience I | Virtual Support
Employment Season: 12/9/2025-4/15/2026

Location: Remote


About the Role

At PaulHood, we are transforming the mid-market CPA industry with an entirely new model. Our year-round membership model provides clients with expert tax and financial guidance, helping them feel more secure and realize their long-term financial goals. Founded 30 years ago by Paul Hood, our company has grown rapidly and now serves over 15,000 customers nationwide. To support our continued growth, we have completely modernized our business with technology and processes more akin to a SaaS company than a CPA firm.

We are seeking a Client Experience I to support the day-to-day service needs of our members and deliver an experience rooted in our client-first values. In this role, you will assist with onboarding, maintain ongoing member relationships, and ensure clients feel the value of their membership at every touchpoint. You will help resolve basic issues, support client inquiries, and identify opportunities to connect members with additional services aligned with their goals.

As a Client Experience I, you play a vital role in delivering exceptional client support through virtual communication and task-oriented responsibilities. You focus on delivering outstanding customer service ensuring smooth workflows for project setup, document management, and ticket resolution while supporting projects and maintaining high standards of service. You work primarily in a virtual environment; you contribute to a seamless client experience through efficient queue-based work and attention to detail in electronic delivery and portal document management.


What You Will Bring, Do, and Own

You deliver outstanding customer service to clients through every interaction to enhance the client experience and increase client satisfaction and retention.

You execute consistent, positive customer service to clients and assist with the creation and organization of client projects, ensuring all necessary details and resources are properly aligned and available for successful completion.

You sort, organize, and process incoming and outgoing client documents through virtual systems. You ensure accuracy and timeliness in handling sensitive information, maintaining high data integrity.

You resolve client issues through the use of service tickets, phones, portals, or other virtual communication tools providing excellent customer service at all times. You escalate complex issues to the appropriate staff or department as needed.

You manage the electronic delivery of documents, ensuring clients have access to necessary files through the client portal. Assist with troubleshooting portal access or document-related concerns.

You prioritize and complete tasks assigned through a virtual que system, maintaining productivity and focusing on client-centered results.

You contribute to department-wide initiatives or one-time tasks requiring additional support. You take ownership of assigned responsibilities to help meet project deadlines.

You work closely with team members and other departments to share updates, resolve issues, and support overall client satisfaction and retention.



Who You Are

You love delivering outstanding customer service and value developing long-lasting relationships with clients.

You’re comfortable working with virtual systems, portals, and digital tools, with a knack for quickly learning new technologies.

You take pride in keeping things in order, ensuring documents, projects, and tasks are accurate and complete.

You can interact professionally with clients and team members in writing and over the phone, ensuring clarity and understanding.

You are a self-starter and excel at managing and completing tasks in a structured environment, keeping productivity high while maintaining quality.

You work collaboratively, supporting your colleagues and contributing to the team’s overall success.

You are tech-savvy and know Microsoft Office suite and the ability to quickly learn new software and technology.

You show up for work on time with a positive attitude and know how to keep information confidential.



Experience and Education You Will Need

High school diploma or equivalent required.

One year of customer service experience required.

Data entry or call center experience is strongly preferred.

Experience with client relationship management software or project management software is preferred.



What’s In It For You

You will join a forward-thinking team that is reshaping the future of the tax and accounting industry. With a strong commitment to diversity and inclusion, our gender-balanced leadership group reflects our belief in the power of varied perspectives to drive innovation. You’ll align with an organization that helps its clients optimize their financial health, enabling them to keep more, save more, and protect more of their money so they can use it for the things they care about most.

EEO and Diversity Statement

PaulHood is an equal opportunity employer. We recruit, employ, compensate, develop, and promote without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, pregnancy, marital status, gender identity or expression, status as a veteran, or any other legally protected characteristic or activity in accordance with applicable federal, state, and local laws. If you need reasonable accommodation in the application or interview process, please tell us.



At PaulHood, we champion a vibrant workplace culture that thrives on diversity, and we do not tolerate discrimination or harassment. We are one team from many backgrounds, innovating through diversity of individuals, who are driven by a passion for creating an inclusive space for all. Believing a culture of equality creates a stronger work environment for all employees and that we are all accountable for encouraging and celebrating diverse voices, PaulHood will continue to champion a workplace culture that prizes diversity and inclusivity.
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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