Onboarding Specialist

Customer Experience · Remote (US-based) · Individual Contributor · Reports to the Onboarding Manager

About TaxCloud

TaxCloud is on a mission to make sales tax simpler for growing ecommerce and SaaS businesses. We work with small and mid-sized brands selling on platforms like Shopify, BigCommerce, WooCommerce, and QuickBooks Online to automate their sales tax calculation, collection, and filing. With clear pricing, easy integrations, responsive US-based support, and human led onboarding, TaxCloud helps businesses handle sales tax with greater clarity and fewer headaches.

We've already helped 2,000+ ecommerce founders and their teams achieve sales tax peace of mind, and we're looking for our next team member to help every new customer get there faster.

About the Role

Onboarding is the front door to TaxCloud. Every new customer passes through this team between signing up and their first filing, and how well that journey goes sets the tone for the entire relationship. When we promise "human led onboarding" on our website, this team is the promise.

As an Onboarding Specialist, you'll own a book of active customer implementations end to end. You'll run the kickoff call, coordinate state registrations, guide the customer through connecting their store or billing platform, help map their products to the right tax codes, migrate historical data from their previous provider, and see them through testing and a successful first filing. Many of our customers arrive from Avalara or TaxJar mid-contract and mid-filing-cycle, so you'll get comfortable untangling real-world messes: partial registrations, mismatched filing frequencies, and data exports that don't line up.

This is a hands-on, customer-facing role on a team that is growing because demand is. You'll report to the Onboarding Manager and work daily with our Filing, Support, and Customer Success teams.

What You'll Do

• Own implementations end to end. Manage a concurrent book of onboarding customers from kickoff through first filing, keeping each one moving and each customer informed about what happens next.
• Run great kickoff and training calls. Set expectations, confirm nexus and registration status, and walk customers through their first filing cycle so nothing about it is a surprise.
• Coordinate registrations and state authorizations. Manage state registration requests, verify license numbers and filing frequencies, and confirm every account is filing-ready before it goes live.
• Get integrations connected and tested. Guide customers through connecting Shopify, BigCommerce, WooCommerce, QuickBooks Online, Stripe, and our API, then validate that transactions and tax calculations are flowing correctly.
• Migrate customers off their previous provider. Handle data migration, tax code mapping, and timing coordination so customers switching from Avalara, TaxJar, or a spreadsheet never have a gap in compliance.
• Protect the first filing. The first return is the moment trust is won or lost. You'll make sure it goes out complete, accurate, and on time.
• Make the process better. Document what you see, flag recurring blockers, and contribute to the playbooks the whole team runs on.

What You'll Need

• 2+ years in customer onboarding, implementation, customer success, or support at a SaaS company, or equivalent experience in tax, accounting, or compliance operations.
• Proven ability to manage a high volume of concurrent projects without dropping threads. This team runs on organization and follow-through.
• Strong written and verbal communication. You can explain a filing frequency to a founder who has never thought about sales tax, without talking down to them.
• Comfort learning technical products. You don't need to code, but you'll troubleshoot integrations and read transaction data regularly.
• Calm under deadlines. Filing dates don't move, and you'll be the person who keeps customers on the right side of them.
• Experience with CRM and project management tools (we use HubSpot and Claude ETC).

Bonus Points

• Sales tax, accounting, or compliance experience, especially state registrations or filings.
• Familiarity with ecommerce platforms (Shopify, BigCommerce, WooCommerce) or billing tools (Stripe, Chargebee, QuickBooks Online).
• Experience migrating customers from a competing product.
• Experience at a company serving small and mid-sized ecommerce or SaaS businesses.

What Success Looks Like

In your first 3 to 4 months (targets set with the Onboarding Manager at kickoff), success looks like:

• You're fully ramped and independently managing a full book of active implementations.
• Your customers hit their first filing on time, and they'd tell us the process felt easy.
• Customers you onboard stick: your accounts show strong early-life retention and clean handoffs to Customer Success.
• You've contributed at least one improvement to the team's onboarding playbooks.

Compensation

We offer a competitive base salary commensurate with experience; specific range details are shared early in the interview process.

Working at TaxCloud

This is a remote role. TaxCloud is a remote-first company with team members primarily across the United States. We value async communication, trust, and ownership.

What We Offer

• Competitive base salary
• Comprehensive health coverage (medical, dental, and vision)
• 401(k) retirement plan
• Remote-first flexibility with async-friendly working norms
• Paid time off and company holidays
• Professional development and learning support

Full benefits details are shared during the interview process.

Our Interview Process

Our process is designed to be thorough and respectful of your time. Here's what to expect:

• Recruiter screen (30 min)
• Hiring manager deep dive (45–60 min)
• Practical exercise (async, time-boxed)
• Cross-functional interview (45 min)

We aim to complete the process within about 2–3 weeks from your first conversation.

Equal Opportunity

TaxCloud is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.

We encourage candidates from all backgrounds to apply, even if you don't meet every listed requirement. If this role excites you, we want to hear from you.