[Hiring] Customer Service Supervisor @TAXWELL

Role Description

This role will primarily support TaxAct as the organization helps everyday Americans file their taxes. We seek to build a team of experts in tax and technology who are customer advocates and have the mindset to reimagine the services our customers receive.

Position Summary

The Customer Service Supervisor plays a key leadership role in managing a team of call center agents to ensure an exceptional customer experience. This role includes:

• Supervising daily operations
• Providing training and coaching
• Ensuring adherence to performance metrics
• Handling escalations
• Working closely with leadership to continuously improve processes
• Driving agent performance
• Maintaining high customer satisfaction, particularly for TaxAct B2B tax software customers

Key Responsibilities

• Leadership & Supervision
  • Supervise, mentor, and coach seasonal and permanent customer support agents
  • Conduct one-on-one sessions and performance reviews to monitor agent progress
  • Support hiring, discipline, and morale-building efforts in coordination with management
  • Inspire a positive and productive team environment
• Daily Operations
  • Monitor and evaluate agent performance through live call/chat/email observation and reporting tools
  • Reconcile and process timecards bi-weekly; ensure schedule adherence
  • Troubleshoot and assist with operational, technical, and customer issues
  • Monitor queues and adjust staffing as needed to maintain service levels
  • Oversee queues for agent engagement and coordinate staffing with WFM
• Training & Development
  • Lead training for new hires and ongoing development for current agents
  • Comprehension of classroom and online training with additional team or individual instruction as needed
  • Identify skill gaps and provide targeted coaching or training
  • Review and contribute to training materials and the internal knowledge base
• Customer Service Excellence
  • Resolve escalated customer concerns with a focus on satisfaction and efficiency
  • Maintain and exceed service KPIs such as first call issue resolution and customer satisfaction
  • Provide accurate, timely responses and support across all channels
• Continuous Improvement & Reporting
  • Track KPIs and provide actionable performance insights to management
  • Collaborate with product and technical teams to improve support processes
  • Recommend and implement improvements to enhance team effectiveness and customer experience

Qualifications

• 2–3 years of supervisory experience in a call center or fast-paced environment
• Experience with TaxAct or similar tax software preferred
• Strong experience in B2B customer service and technical support
• Excellent verbal and written communication skills
• Proven ability to coach, lead, and motivate teams
• Effective task prioritization and workload management in a dynamic setting
• Proficient with Microsoft Office Suite, including Teams and SharePoint
• Flexibility to work evenings and weekends as needed
• Bilingual (Spanish) a plus

Benefits

• Supportive, open, and inclusive atmosphere
• Team that values your contributions