[Hiring] Product Support 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 Product Support Supervisor (Seasonal) will be responsible for assisting management with leading the daily operations in a fast-paced environment. You will be responsible for training and mentoring our staff who provide customer service to our TaxAct individual tax filers. You will be responsible for managing individuals and completing projects and tasks. This position requires you to be self-motivated and be able to manage time well to meet metrics and deadlines.

Qualifications

• Knowledge and work experience with desktop and browser-based applications a plus.
• 2 – 3 years of remote call center supervisory experience or equivalent experience preferred.
• Experience using tax software preferred.
• Basic tax knowledge required.
• At least 2 years of Microsoft Suite experience including Teams, SharePoint, and OneNote.
• B2C or B2B experience a plus.
• Excellent written and verbal communication skills.
• Attention to detail.
• Ability to multitask.
• Ability to adapt quickly and in a positive manner to change.
• Strong problem-solving skills.
• Excellent time management skills.
• Resilient, dedicated team player who helps maintain a positive work environment.
• Flexibility with scheduling – days, nights, and weekends.

Requirements

• Supervise, coach, and assist contractor, seasonal and permanent agents.
• Mentor and coach agents, providing weekly one-on-one progress tracking and mentoring/coaching sessions.
• Monitor live phone calls and chats daily and provide immediate feedback and coaching.
• Monitor agent schedules for adherence.
• Reconcile timecard data to production data for each pay period.
• Perform ongoing monitoring for quality assurance and suggest adjustments to queues/staffing.
• Consistently run reports in systems and monitor live queues.
• Work with management to ensure proper messaging around performance expectations is conveyed.
• Make suggestions to management on business process improvements.
• Facilitate all new hire training for agents.
• Review, edit, and help create training materials in partnership with the Learning & Development team.
• Assist agents with technical and operational support.
• Perform quality assurance (QA) of agent interactions.
• Propose needed responses for the knowledge base based on customer interactions.
• Provide friendly support to all external customers in compliance with established processes and metrics.
• Handle all customer escalations and/or concerns.
• Research and troubleshoot customer issues.
• Responsible for support operations and processes for agents.
• Inspire team and peers with positivity and leadership.
• Receive feedback and coaching from management and quickly adapt or apply the feedback.
• Additional job duties as needed.

Benefits

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