Product Support Supervisor

Taxwell helps everyday Americans get every tax advantage they deserve by finding credits and deductions they never even knew existed. Our tax preparation software offers easy guidance and ensures your maximum tax refund. We strive to build a team of like-minded experts in both tax and technology who align with our brand purpose, are advocates for our customers and have a fresh, non-traditional approach to the tax industry.

TaxAct is a leading digital tax filing platform which offers customers do-it-yourself digital and downloadable products that are easy-to-use, best-in-class technology, and provide unparalleled customer support. We are a trusted solution for all users including those with complex tax returns. We strive to attract and retain candidates who exemplify our values: performance, perseverance, progress and partnership. TaxAct is a member of the Taxwell family of products. We are an organization of forward thinkers looking to add industry experts to our growing team.

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.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Major responsibilities of the Supervisor position are listed below. To perform the job successfully, the individual must be able to execute each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Supervise, coach, and assist contractor, seasonal and permanent agents.

• Mentor and coach agents provide weekly one-on-one progress tracking and mentoring/coaching sessions with agents assigned to you and assist with day-to-day questions. Provide progress tracking updates to your assigned agents both during training and season so they are aware if they are achieving their individual goals.

• Monitor live phone calls and chats daily and provide immediate feedback and coaching as necessary to ensure agents are providing accurate information and professional support to all customers.

• Monitor agent schedules for adherence.

• Reconcile timecard data to production data for each pay period. Investigate differences to ensure agents are paid accurately for their time assisting customers. Process the timecards bi-weekly.

• Perform ongoing monitoring for quality assurance and suggest adjustments to queues/staffing to ensure service levels are met.

• Consistently run reports in systems and monitor live queues to ensure calls and chats are being handled appropriately and not exhibiting call or chat avoidance or other unacceptable behaviors.

• Work with management to ensure proper messaging around performance expectations is conveyed.

• Make suggestions to management on business process improvements based on call/chat monitoring results. Communicate trending issues to management.

• Facilitate all new hire training to all agents ensuring they are set up for success.

• Review, edit, help create by screen sharing and make suggestions on all training materials in partnership with the Learning & Development team.

• Assist agents when needing technical and operational support, including product questions and product navigation.

• Perform quality assurance (QA) of agent interactions.

• Based on customer interactions, propose needed responses for the knowledge base.

• Provide friendly support to all external customers in compliance with established processes and metrics.

• Handle all customer escalations and/or concerns that are sent to our team by agents requesting a customer escalation or the senior leadership team receiving from a customer.

• 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.

EDUCATION AND EXPERIENCE:

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…