Senior Associate

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, culture and talent experience and our ability to be compelling to our clients. You'll find an environment that inspires and empowers you to thrive both personally and professionally. There's no one like you and that's why there's nowhere like RSM. The Senior Associate - Customer Support Specialist represents the Tax Line of Business and is responsible for managing, triaging, and resolving customer inquiries and issues related to Tax products and services. Building on foundational customer support experience; this role focuses on delivering consistent, world-class service, supporting scalability and sustainability of support operations, and partnering effectively with cross-functional teams to improve the overall customer experience.

ESSENTIAL DUTIES

Manage, triage, assign, and respond to tickets and requests routed through the customer support queue. Communicate with customers through multiple channels including email, phone, chat, and ticketing systems. Document customer interactions, troubleshooting steps, and resolutions accurately and consistently. Collaborate with peers, product teams, and management to resolve complex issues and escalate when necessary. Develop, maintain, and publish customer-facing documentation including FAQs, knowledge articles, and self-service materials. Support continuous improvement of support processes, tools, metrics, and knowledge management practices. Ensure customer issues are resolved end-to-end with a focus on satisfaction, professionalism, and service quality.

Basic Qualifications:

Bachelor's degree in Business, Technology, or a related field preferred. ITIL or other relevant service management certifications preferred. Requires a minimum of three (3) years of experience in a customer support or service role, preferably within a professional services or technology environment. Requires hands-on experience working with enterprise support tools and ticketing platforms (e.g., ServiceNow). Core Professional & Technical Skills Strong problem-solving and troubleshooting skills with the ability to analyze issues and identify effective resolutions. Ability to manage multiple priorities in a fast-paced, high-volume support environment. Experience engaging professionally with stakeholders, including senior and executive-level users. Familiarity with support metrics, SLAs, and operational performance measures. Awareness of regulatory and information security considerations (e.g., data privacy, InfoSec policies) preferred. Professional Traits Calm, empathetic, and customer-focused approach when handling issues or escalations. Strong written and verbal communication skills. Bias toward action, accountability, and follow-through. Collaborative mindset with enthusiasm for continuous improvement and learning.

WHAT RSM OFFERS

Opportunity to support and improve critical Tax technology products and services. Exposure to enterprise-scale support operations and professional services delivery. Collaborative environment focused on innovation, service excellence, and professional growth. Competitive compensation and benefits package. At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life's demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits. All applicants will receive consideration for employment as RSM does not tolerate discrimination and/or harassment based on race; color; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender; sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the US uniformed service; US Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable federal, state or local law. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please call us at 800-274-3978 or send us an email at careers@rsmus.com. RSM does not intend to hire entry level candidates who will require sponsorship now OR in the future (i.e. F-1 visa holders). If you are a recent U.S. college / university graduate possessing 1-2 years of progressive and relevant work experience in a same or similar role to the one for which you are applying, excluding internships, you may be eligible for hire as an experienced associate. RSM will consider for employment qualified applicants with arrest or conviction records. For those living in California or applying to a position in California, please click here for additional information. At RSM, an employee's pay at any point in their career is intended to reflect their experiences, performance, and skills for their current role. The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including, but not limited to, education, skills, work experience, certifications, location, etc. As such, pay for the successful candidate(s) could fall anywhere within the stated range.

Compensation Range:

$77,700 - $128,200 Individuals selected for this role will be eligible for a discretionary bonus based on firm and individual performance. Not ready to apply yet? Join our Talent Community Why do we work at RSM? It just feels good here. We foster an environment of camaraderie, collaboration and learning—one in which you can be your authentic self and feel seen and supported by leaders and colleagues as you pursue your personal and professional best. Expanding our team with dedicated teammates, values-driven individuals and diverse thinkers results in better work—and a great work experience. Our clients benefit from fresh insights and energy as we partner to support them, and our teams enjoy a work environment that inspires and empowers them to thrive.