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Workforce Analyst

About TaxBit

TaxBit is helping to drive mainstream adoption of digital assets by connecting the consumer, enterprise, and government tax and accounting ecosystems. 


Our Software-as-a-Service (SaaS) platform streamlines our customers’ reporting experience across traditional and digital asset classes. We are trusted by thousands of consumers, leading exchanges and enterprises, government agencies—including the IRS— respected accounting firms, and others to solve complex accounting problems at scale and ensure compliance with the latest tax laws. TaxBit investors include IVP, Insight, Paradigm, Tiger Global, PayPal Ventures, Winklevoss Capital, Coinbase Ventures, and other leading crypto investors. Our team is located in Salt Lake City, UT and Seattle, WA.


If you’re searching for a company that’s dedicated to your growth, recognizes your unique contribution, and provides a fun, flexible, and inclusive work environment, then TaxBit is the place for you. We’re looking for team members who are ready to join a hypergrowth company and excited to work at the forefront of an entirely new industry. 


The Role


The Workforce Management Analyst is responsible for daily efforts to provide a great customer and employee experience by delivering real-time management with the purpose of optimizing Workforce Management tools to meet business objectives. Key Functional responsibility includes the ability to demonstrate a strong understanding of how planning and forecasting staffing requirements translate to the creation of optimal schedules and real-time management for Customer Support. 


You will play a critical role in scaling our Customer Support team in delivering a world class, differentiated experience for our Consumer customers, as TaxBit rapidly scales its customer base. The ideal candidate is someone who can create forecasting and schedule to forecast with customer-obsession at the forefront.  


Key Responsibilities

  • Provide ongoing operational analysis of Customer Support Operations, advance planning, forecasting, and scheduling.
  • Work with Director of Customer Support and senior management to accurately forecast ticket volumes, analyze historical ticket volume; project budgetary expenses, determine future costing and assist with training schedules and new hire headcount
  • Analyze customer support performance history to determine optimum off production activities as well as shrinkage and occupancy goals
  • Monitors Workforce Management tools real time to maintain service level data
  • Evaluates daily, weekly, monthly case volume trends
  • Works with Customer Support management to ensure schedule adherence
  • Accurately inputs schedule changes received through time off requests or exception reporting
  • Prepares Time Utilization, Adherence, and weekly scheduling reports
  • Updates and communicates any daily schedule exceptions
  • Responsible for daily, weekly and monthly customer support reports which highlight performance (Ticket Volume, Service Level, Average Handle Time, Abandon % and Average Speed to Answer)
  • Analyzes daily ticket trends and alerts Workforce Management Analyst to needed staffing updates


Required Qualifications

  • Capacity Planning Experience; real-time and forecasting
  • Knowledge of Customer Support Operations including email and chat contact modalities
  • Ability to create well organized, accurate, concise material and documentation for organizational use
  • Strong knowledge of work force management tools
  • Ability to work in a fast paced environment both independently and as a team.
  • Possesses excellent verbal and written communication skills
  • Excellent attention to detail and accuracy
  • Strong planning, interpersonal, and time management skills


Desired Skills

  • 1+ Years experience in performing work force management functions.
  • Bachelor’s Degree in Business, Analytics or relevant field. 
  • Comfortable using Google Suite to build reports, charts, graphs to conduct analysis and share performance data
  • Experience with Assembled WFM Tool a plus


Compensation & Benefits

  • Competitive cash compensation
  • Stock options
  • Health insurance
  • Hybrid working model: 3 days in-office, 2 days remote
  • Friday team lunches 
  • Autonomous and flexible work 

Why you want to work here

  • Competitive cash compensation
  • Stock options
  • Heath, Dental, Vision, and Life Insurance
  • Hybrid working model: 3 days in-office, 2 days WFH/flexible
  • Friday team lunches 
  • Autonomous work and flexibility in how work is performed