Seasonal Customer Support Manager (REMOTE)

JDA TSG; United States; Remote; USD 43,000 - 62,000; Full time

Benefits offered by this job

401(k) company match

Employee perks

Incentives

Laptop provided

Job summary

JDA TSG is seeking a seasoned leader to manage a remote team of tax professionals. You will coach attendance, performance, and standards, while auditing timekeeping and daily statuses across Power BI, ADP, Slack, Teams, and Amazon Connect.

You will act as MOD on rotation, guiding up to 1,000+ experts, monitoring workflows, and addressing high-priority issues. This role emphasizes empathy, data-driven guidance, and strong cross-team collaboration.

Qualifications

• Leads a remote team of tax experts with coaching of attendance, performance and standards.
• Ability to operate across multiple remote platforms and custom software.
• Experience managing teams of 30+ in high-volume customer service or tax operations.
• Delivers clear written and verbal guidance to teams based on data.
• Maintains customer-centric approach while ensuring service standards.

Responsibilities

• Lead a remote team of tax experts, coaching attendance, performance, and adherence to professional standards for up to 60 hours per week.
• Audit timekeeping and daily statuses in tools such as Power BI, ADP, Slack, Teams, and Amazon Connect to ensure complete operational accuracy.
• Serve as Manager on Duty (MOD) on rotation, providing leadership for up to 1,000+ experts.
• Monitor system statuses, enforce queue discipline, handle workflow requests, and address high-priority/data privacy issues via multi-channel communication.
• Review recorded customer service interactions to evaluate empathy, communication quality, and adherence to metrics; provide timely feedback.
• Proactively research internal channels and documentation to resolve systemic problems under short deadlines.

Skills

Leadership

Remote team management

Coaching

Communication

Empathy

Tools

Power BI

ADP

Slack

Teams

Amazon Connect

Job description

Overview

Why This Role MattersYou bridge the gap between complex operations and human empathy, ensuring your team of tax professionals has the tools and support they need to meet performance metrics without sacrificing exceptional customer experience.

Mandatory Requirements

• Must live and be legally authorized to work within the US.
• Visa sponsorship is not available for this role.

What You Will Do

• Lead a remote team of tax experts, coaching attendance, performance, and adherence to professional standards for up to 60 hours per week.

• Audit timekeeping and daily statuses in tools such as Power BI, ADP, Slack, Teams, and Amazon Connect to ensure complete operational accuracy.

• Serve as Manager on Duty (MOD) on rotation, providing leadership and support ownership for up to 1,000+ experts.

• Monitor system statuses, enforce queue discipline, process workflow requests, and intercept high-priority or data privacy issues through multi-channel communication.

• RegularlyReview recorded customer service interactions to evaluate empathy, communication quality, and adherence to customer metrics, delivering timely recognition and feedback.

• Proactively research internal channels and documentation to resolve systemic problems under short deadlines.

Who You Are

• You independently establish clear priorities during shifting operational demands, collaborating across teams to build a reliable team structure that establishes trust and long-term operational credibility.

• You efficiently operate within custom software, follow structured workflows, and manage tasks across multiple remote platforms.

• You bring leadership experience managing teams of 30+ in a high-volume, continuous customer experience setting.

• You deliver clear written and verbal communication, converting data into practical, specific, and actionable guidance for your team.

• You foster meaningful team collaboration and hold your team accountable to service standards that prioritize empathetic, customer-centric support over routine transactional processing.

• You manage a structured daily routine while efficiently adjusting tasks and focus when real-time operational priorities change.

• You have a designated distraction-free, remote work environment, personal device for administrative tasks, and a reliable hard-wired internet connection.

What We Offer

• $38/hour plus benefits, including 401(k) company match, employee perks, and additional incentives.

• Seasonal role from November 2026 through April 30, 2027, with overtime potential during peak windows.

• Morning, Midday, and Evening shifts available 7 days per week.

• Fully dedicated support from peer leadership and onboarding frameworks designed to scale as the partnership grows.

• Company-provided laptop equipment and active tools for the duration of your seasonal employment.

Posted Salary Range

USD $38.00 - USD $38.00 /Hr.