Client Advocate

Aardvark Tax Advisors, LLC, is the fast-growing accounting practice of Cynch AI, with offices located in the SF Bay Area. We are dedicated to providing superior tax preparation, accounting, and advisory services to a diverse range of clients by embracing innovative technology. With a commitment to professionalism, reliability, and continuous improvement, we are seeking experienced Client Advocates to be a part of our dynamic Client Success (CS) team and help deliver the exceptional client service we strive to provide. If you are passionate about making a difference in the financial well-being of individuals and businesses, we would love to hear from you.   Job Description: As a Client Advocate you will serve as an escalated point of contact between our clients and the firm. Your role is to ensure that clients receive exceptional service, their concerns are addressed in a timely manner, and they feel confident in and supported throughout their engagement with us. This includes guiding clients through the accounting and tax preparation process, advocating for their needs within the firm, and ensuring their satisfaction by fostering long-term relationships.   Key Responsibilities Client Relationship Management: Serve as a liaison between the firm and its clients. Maintain ongoing communication (e.g., onboarding, addressing escalated inquiries or complaints, monitoring retention/satisfaction), while managing expectations. Facilitate the client onboarding process by explaining the firm’s services, collecting necessary documentation, and setting up initial meetings. Ensure clients understand the scope of work, timelines, and deliverables. Monitor and manage assigned client list. Ensure tickets in Intake and Delivery pipelines are moving at the appropriate pace to meet the needs of the firm. Resolve Level 1 escalated issues from Front Desk Administrative Assistants and/or Document Specialists. Build strong relationships with clients by understanding their needs, providing personalized service, and anticipating future needs. Conduct regular check-ins with clients to assess satisfaction, address ongoing needs, and identify opportunities for additional services. Execute client feedback surveys as part of Delivery. Act as the clients’ voice within the firm, ensuring their concerns and feedback are communicated to the appropriate teams. Client Support & Service Delivery: Communicate and coordinate with accounting, tax, and consulting teams to resolve client issues or inquiries in a timely manner. Work with Tax professionals and, when requested, explain accounting or tax concepts in a simple and clear manner to clients. Ensure that clients receive regular updates on their projects, tax returns, or financial statements, and proactively follow up on deadlines. Manage Delivery pipeline, including generating Tax invoices, accepting/processing payments and assembling returns. Delegate tasks as appropriate to Senior Document Specialist, Document Specialists or Front Desk Administrative Assistants. Problem Solving & Conflict Resolution: Address client complaints or disputes in a professional and timely manner, aiming to resolve the issue and retain the client’s business. Identify potential issues in client service delivery and develop solutions to prevent or resolve them. Work with Senior Client Advocate and CS Leader to improve processes and troubleshoot areas in need. Mentoring, Staff Support & Development: Act as office point of contact for onsite CS team members (e.g, Document Specialists and other seasonal employees). Help train and develop Front Desk Administrative Assistants. Provide support/coverage for other CAs or CS team members during absences or as needed. Other: Act as Administrative Manager for assigned office (e.g., Pleasanton, Cupertino, Salem, or Soquel). Work closely with the CS Leader on escalated facilities or site-specific office issues not addressed by Front Desk Administrative Assistants. Participate in internal training sessions. Other projects as assigned by CS or Tax Leaders. Requirements Required Qualifications & Skills Bachelor’s degree or significant professional experience in Customer Service, Administrative Services or in an Executive Assistant role. 5+ years of experience in client relationship management, preferably in accounting, finance, or tax services. Experience in conflict resolution and negotiation is a must. Strong proficiency in CRM systems, tax software, and Microsoft Office Suite. Familiarity with accounting/tax software (e.g., CCH, QuickBooks, Xero, UltraTax, or similar) highly desired. Excellent communication skills, both written and verbal, with the ability to explain technical information clearly. Good listener with proven problem-solving skills with a client-centric approach. Ability to manage sensitive and confidential information with integrity, discretion, and professionalism. Strong organizational skills and extreme attention to detail. Ability to handle multiple clients and prioritize effectively in a fast-paced environment. Experience leading/mentoring junior team members. Preferred Skills Experience leading/mentoring junior team members desired. Strong understanding of accounting and tax concepts. Familiarity with US tax laws and regulations (for firms dealing with US-based clients) is a plus.   Working Conditions Office-based role with the potential for hybrid/remote work depending on company policies. Hybrid work will only be considered during off-season. Flexibility to accommodate client needs during peak tax seasons (including extended hours) is required. Fast-paced work environment with a focus on meeting internal and client deadlines. Benefits What We're Offering: Impact & Influence – A key role in helping to shape the future of our company and industry. A Culture of Collaboration – Transparency, inclusiveness, and a team where every voice matters. Competitive Compensation Comprehensive Benefits – Health, dental, vision, 401(k) with match, and more. If you're eager to put your skills to work, and excited about making a significant impact on a dynamic team, we're eager to meet you. Let's reinvent accounting with AI.