Customer Support - Tax

Who are we?
At Bright, we create cutting-edge software for accounting, payroll, tax, and practice management, supported by a team of talented individuals who are passionate about making a difference. Together, we lead the industry with innovative solutions and unparalleled customer support.

We’re all about creating opportunities for businesses to succeed—and for you to shine. Join us and be part of a supportive, collaborative team that values your voice and contributions.

The Opportunity
We are looking for a Tax Support Executive to join our growing support team. This is a varied and rewarding role for someone looking to build or develop their career at the intersection of technology and accounting. You will be the first point of contact for our customers, troubleshooting queries and guiding users to confident outcomes with our tax software. The ideal candidate is resourceful and composed under pressure, with a genuine commitment to delivering excellent customer experiences. You’ll be joining a team whose support is consistently recognised as among the best in the industry.

Why Bright?
We believe in empowering people to grow professionally while maintaining balance in their lives. At Bright, you’ll work in a dynamic, inclusive environment that supports your personal and career aspirations. We invest in our people—through learning and development, a collaborative culture, and the tools to do your best work.

Key Responsibilities

• Offer direct customer service and technical support to users through phone and email on our award-winning software solution.
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues for end-users.
• Assisting colleagues from other departments in technical / software related queries.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams/members.
• Making sure all support queries are logged as tickets within our Service portal in Zendesk.
• Educating end-users about new systems, developments and bug fixes.
• Supporting customers through software migration journeys, helping them transition to Bright's cloud-hosted platform with minimal disruption to their business.
• Engage in knowledge management processes by creating, maintaining, and sharing support articles and guidance materials.
• Embracing AI-powered tools to enhance the efficiency and quality of customer support, including intelligent search, automated ticket categorisation, and AI-assisted knowledge base development.

The Person

• 2 years customer support experience.
• Bachelor’s qualification in a related area.
• Experience with supporting windows & SaaS applications.
• Strong communication skills, particularly phone and listening skills.
• Customer orientated, eager to go the extra mile to assist customers.
• Excellent phone manner with the ability to engage and build rapport with customers.
• Ability to work under pressure and in a changing environment.
• Strong IT proficiency, including confidence working with SaaS platforms and digital tools.
• A curiosity about how AI and automation tools can improve the way you work, with an openness to adopting new technologies as they evolve within our support environment.
• Positive attitude with a can-do approach.

Benefits Include:

1. Performance based bonus
2. 25 days annual leave
3. Company pension of up to 5% company contribution
4. Health insurance
5. Life insurance
6. Hybrid Woking opportunities
7. Educational Assistance
8. Family Supportive
9. Free Parking
10. Free onsite food
11. Company Events