Tax - Customer Support Supervisor

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

Customer Support Supervisor

About the Role

TOPS Products builds tax and compliance software that businesses depend on when deadlines don't move. When customers need help, it's usually at the worst possible moment, and the answer has to be right

We're looking for a Customer Support Supervisor to lead our support team and own the quality of our support experience. You'll start by supervising onshore and offshore temporary staff, then help build a team of full-time hires. You'll run our support platform (Intercom and the Fin AI Agent), track performance, spot issue trends early, and close H elp content gaps before they become ticket volume

What You'll Do

Team Leadership

• Supervise onshore and offshore temporary staff, including coverage, escalations, and QA reviews
• Get temporary staff productive quickly ahead of peak filing periods with training, macros, and playbooks
• Enforce data-handling and access controls for customer and taxpayer information.
• Help hire and onboard two full-time support roles as the team grows.

Platform & AI Agent

• Own Intercom configuration, including workflows, routing, tagging, and escalation rules. Tune Help docs to raise AI chat resolution rate without sacrificing answer accuracy.
• Own the H elp center, and close content gaps surfaced by repeat questions and unresolved conversations.

Metrics & Insights

• Track response time, resolution time, first-contact resolution, CSAT, and SLA adherence.
• Spot emerging issues early and turn them into actionable tickets for the software team.
• Deliver a monthly briefing to product and leadership on what's breaking, confusing, and driving volume.

What Success Looks Like (First Year)

• Peak filing season is handled with stable response times and quality.
• Fin resolves more conversations, and its answers stay accurate.
• Help content gaps are closed, and repeat questions are trending down.
• Two full-time hires are in place and ramped up.

What You Bring

• 4+ years in B2B software support or support operations, including 1-2+ years leading agents
• Experience managing distributed or offshore teams, contractors, or a staffing vendor.
• Hands-on Intercom or Zendesk admin experience, including AI agent or chatbot configuration
• A track record of building support reporting and presenting it to leadership
• Strong writing, and the ability to explain complex things clearly to stressed customers.
• Tax, accounting, fintech, or other compliance-driven industry experience is a plus.