Responsibilities

• Shape the client communication experience across the full lifecycle, from first impression through onboarding, tax season, and ongoing service throughout the year.
• Translate complex, evolving operational workflows (onboarding, tax prep, advisory, etc.) into clear, client-facing communication that sets accurate expectations.
• Map key client journey touchpoints and identify where clearer communication can improve trust, visibility, and overall experience.
• Designs communications that not only improve client experience but also reduce internal friction, repetitive questions, and manual follow-ups from service teams.
• Build and manage client-facing communications across channels, including email, SMS, video, portal messaging, and supporting visual content.
• Partner with Sales, Operations, CS, CX, and Data/Tech to ensure messaging is clear, consistent, and aligned with the client experience.
• Support onboarding and transition communications so clients understand what they signed up for, what to expect next, and how PaulHood is different.
• Use qualitative (client conversations, frontline feedback) and quantitative data (CSAT, engagement, support volume, drop-off points) to continuously refine communication strategies.
• Help develop communication flows for acquisition clients that reinforce continuity and transfer trust during the transition to PaulHood.
• Create detailed, timely status communications during tax season so clients have a clear sense of progress and next steps.

Requirements

• 3 to 6 years of experience in client communications, lifecycle marketing, customer experience, or a related role in a service-based or high-trust environment is required.
• A bachelor's degree in marketing, communications, business or a related field is required.
• Experience working closely with operations or service delivery teams to translate internal processes into external communication is required.
• Strong writing and message design skills, with the ability to simplify complex topics into clear, client-friendly communications is required.
• Proven experience mapping client journeys and building communication flows across multiple touchpoints and systems is required.
• Experience with CRM, marketing automation, and communication tools such as HubSpot, Twilio, SalesMsg, or similar platforms is required. (Qount a plus)
• Familiarity with tax, accounting, financial services, SaaS, or another high-trust category is a plus.

Preferred

• Qount a plus

Benefits

• Bonus Opportunity
• Stock Options
• Generous time off allowance (Holiday, Vacation, & Sick time), above industry standard
• Paid parental leave
• Comprehensive Employee Benefits Package
• 401k Program with Company Matching
• Paid Volunteer Days
• Educational/Personal Growth Reimbursement