FinTech Tax Support Lead - AI-Powered Customer Care

TOPS Products LLC; St. Louis (MO); On-site; USD 85,000 - 110,000; Full time

Job summary

TOPS Products LLC is seeking a Customer Support Supervisor to lead our support team and Own the quality of the customer experience. You will supervise onshore and offshore temporary staff, build a path to full-time hires, and manage Intercom and the AI agent to improve resolution rates while preserving accuracy.

You will also track support metrics, surface trends early, and drive content improvements in the Help center.

Qualifications

• 4+ years in B2B software support or support operations.
• Experience managing distributed or offshore teams, contractors, or staffing vendors.
• Hands-on Intercom or Zendesk admin experience, including AI agent or chatbot configuration.

Responsibilities

• Supervise onshore and offshore temporary staff, including coverage, escalations, and QA reviews.
• Help hire and onboard two full-time support roles as the team grows.
• Own Intercom configuration, including workflows, routing, tagging, and escalation rules and tune Help docs for AI chat resolution.
• Own the Help center and close content gaps surfaced by repeat questions and unresolved conversations.
• Track metrics like response time, resolution time, first-contact resolution, CSAT, and SLA adherence.
• Deliver a monthly briefing to product and leadership on issues affecting volume or customer confusion.

Skills

B2B software support

Support operations

Distributed teams

Intercom admin

Zendesk admin

AI agent configuration

Reporting to leadership

Technical writing

Tools

Intercom

Zendesk

Job description

TOPS Products LLC is seeking a Customer Support Supervisor to lead our support team and Own the quality of the customer experience. You will supervise onshore and offshore temporary staff, build a path to full-time hires, and manage Intercom and the AI agent to improve resolution rates while preserving accuracy.

You will also track support metrics, surface trends early, and drive content improvements in the Help center.