Seasonal Product Support Lead

Taxwell; United States; Remote; USD 21,000 - 34,000; Full time

Job summary

Taxwell seeks a Product Support Supervisor (Seasonal) to lead daily operations in a fast-paced environment. You will train and mentor staff supporting TaxAct filers, manage projects, and ensure meeting metrics and deadlines with time-efficient coaching.

You will supervise agents, monitor calls/chats, manage schedules, and contribute to knowledge base improvements. This role emphasizes leadership, accuracy, and proactive problem solving within a diverse team.

Qualifications

• 2–3 years of remote call center supervisory experience or equivalent experience.
• Experience using tax software preferred.
• Basic tax knowledge required.
• At least 2 years of Microsoft Suite experience including Teams, SharePoint, and OneNote.
• Excellent written and verbal communication skills.
• Attention to detail.
• Ability to multitask.
• Ability to adapt quickly and in a positive manner to change.
• Strong problem-solving skills.
• Excellent time management skills.

Responsibilities

• Supervise, coach, and assist contractor, seasonal and permanent agents.
• Mentor and coach agents with weekly one-on-one progress sessions and provide updates.
• Monitor live calls and chats and provide feedback to ensure accuracy and professionalism.
• Manage agent schedules and ensure adherence.
• Reconcile timecard data and bi-weekly processing.
• Perform QA of agent interactions and suggest KB updates.
• Facilitate new hire training and help train materials with Learning & Development.
• Assist agents with product questions and navigation.

Skills

Supervisory experience

Effective communication

Time management

Multitasking

Adaptability

Quality assurance

Tools

Microsoft Teams

SharePoint

OneNote

Job description

Taxwell seeks a Product Support Supervisor (Seasonal) to lead daily operations in a fast-paced environment. You will train and mentor staff supporting TaxAct filers, manage projects, and ensure meeting metrics and deadlines with time-efficient coaching.

You will supervise agents, monitor calls/chats, manage schedules, and contribute to knowledge base improvements. This role emphasizes leadership, accuracy, and proactive problem solving within a diverse team.