Seasonal Product Support Lead

Taxwell; Oregon; Hybrid; USD 52,000 - 65,000; Full time

Job summary

Taxwell seeks a Product Support Supervisor (Seasonal) to lead a team delivering customer service to TaxAct filers. You will supervise agents, mentor staff, and monitor performance to hit metrics in a fast-paced environment.

You will coordinate training, quality assurance, and escalations while collaborating with management to improve processes and knowledge resources. Remote-friendly, customer-focused leadership opportunity.

Qualifications

• Supervise, coach, and assist contractor, seasonal and permanent agents.
• Mentor and coach agents with weekly one-on-one progress tracking sessions.
• Monitor live phone calls and chats to ensure accuracy and professionalism.
• Reconcile timecard data and ensure timely, accurate payments.
• Perform QA of agent interactions and suggest improvements to knowledge base.

Responsibilities

• Lead daily operations in a fast-paced environment and support management.
• Train and mentor staff providing customer service to TaxAct filers.
• Manage metrics, schedules, and escalations to ensure service levels.
• Develop and adjust staffing plans based on call/chat volumes.
• Assist agents with product questions and navigation during training and on-going support.

Skills

Supervisory skills

Customer service leadership

Microsoft Teams/SharePoint/OneNote

Tax software experience

Excellent communication

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

TaxAct software

CRM systems

Job description

Taxwell seeks a Product Support Supervisor (Seasonal) to lead a team delivering customer service to TaxAct filers. You will supervise agents, mentor staff, and monitor performance to hit metrics in a fast-paced environment.

You will coordinate training, quality assurance, and escalations while collaborating with management to improve processes and knowledge resources. Remote-friendly, customer-focused leadership opportunity.