Tax - Customer Support Supervisor

Tops Products; St. Louis (MO); On-site; USD 95,000 - 130,000; Full time

Job summary

TOPS Products seeks a Customer Support Supervisor to lead our support team, oversee onshore and offshore staff, and ensure a high-quality support experience, especially during peak filing periods.

You will own Intercom and the AI agent configurations, manage the Help center, and drive initiatives to close content gaps. You will track key metrics, spotlight issues early, and deliver monthly briefs to product and leadership, while helping hire two full-time roles.

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 configuration.
• Track record of building support reporting and presenting to leadership.

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; tune Help docs for AI chat resolution.
• Own the Help center and close content gaps surfaced by repeat questions and unresolved conversations.
• Track response time, resolution time, CSAT, and SLA adherence; deliver monthly briefs to product and leadership.

Skills

Team leadership

Intercom admin

AI agent configuration

Support metrics

B2B software support

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 Help 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 Help 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.