Customer Service Supervisor

Drake Software, LLC; United States; On-site; USD 42,000 - 64,000; Full time

Job summary

Taxwell is seeking a Customer Service Supervisor to lead a team of call center agents supporting TaxAct B2B customers. You will oversee daily operations, training, and escalations, ensuring exceptional service and adherence to performance metrics.

The role requires supervising experience, strong communication, and the ability to coach teams while coordinating with leadership to improve processes and customer satisfaction. Evening/weekend availability may be required.

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.

Responsibilities

• Lead supervision of seasonal and permanent customer support agents and conduct performance reviews.
• Monitor agent performance through live observation and reporting tools; manage timecards and schedules.
• Lead training for new hires and ongoing development; identify skill gaps and provide coaching.
• Resolve escalated customer concerns with focus on satisfaction and efficiency; maintain KPIs.
• Track KPIs and collaborate with product/technical teams to improve support processes.

Skills

Supervisory experience

B2B customer service

Technical support

Verbal & written communication

Microsoft Office Suite

Spanish (bonus)

Flexibility to work evenings/weekends

Tools

TaxAct or similar tax software

Microsoft Office Suite (Teams, SharePoint)

Job description

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 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, and handling escalations. The supervisor will work closely with leadership to continuously improve processes, drive agent performance, and maintain 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.

Requirements

• 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.

At Taxwell, we believe our work benefits from the diverse perspectives of our employees. As such, Taxwell welcomes and celebrates diversity and inclusion and is committed to equal opportunity employment. At Taxwell, you can expect a supportive, open, and inclusive atmosphere and a team that values your contributions.

Taxwell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, veteran status, and any other status protected under applicable law. Taxwell considers information gathered in the hiring process, including information on this application, confidential, and only shares it on a need-to-know basis or as required by law.

If you need assistance or accommodation due to a disability, you may contact us at [e-mail] or by calling 828-349-5887 to speak with a member of the HR Talent Acquisition team.