Tax Software Customer Service Supervisor – Lead & Elevate

Drake Software, LLC; United States; On-site; USD 42,000 - 64,000; Full time

Job summary

Taxwell is seeking a Customer Service Supervisor to lead a team of call center agents supporting TaxAct B2B customers. You will oversee daily operations, training, and escalations, ensuring exceptional service and adherence to performance metrics.

The role requires supervising experience, strong communication, and the ability to coach teams while coordinating with leadership to improve processes and customer satisfaction. Evening/weekend availability may be required.

Qualifications

• 2–3 years of supervisory experience in a call center or fast-paced environment.
• Experience with TaxAct or similar tax software preferred.
• Strong experience in B2B customer service and technical support.
• Excellent verbal and written communication skills.

Responsibilities

• Lead supervision of seasonal and permanent customer support agents and conduct performance reviews.
• Monitor agent performance through live observation and reporting tools; manage timecards and schedules.
• Lead training for new hires and ongoing development; identify skill gaps and provide coaching.
• Resolve escalated customer concerns with focus on satisfaction and efficiency; maintain KPIs.
• Track KPIs and collaborate with product/technical teams to improve support processes.

Skills

Supervisory experience

B2B customer service

Technical support

Verbal & written communication

Microsoft Office Suite

Spanish (bonus)

Flexibility to work evenings/weekends

Tools

TaxAct or similar tax software

Microsoft Office Suite (Teams, SharePoint)

Job description

Taxwell is seeking a Customer Service Supervisor to lead a team of call center agents supporting TaxAct B2B customers. You will oversee daily operations, training, and escalations, ensuring exceptional service and adherence to performance metrics.

The role requires supervising experience, strong communication, and the ability to coach teams while coordinating with leadership to improve processes and customer satisfaction. Evening/weekend availability may be required.