Tax Software Support Lead - AI Platform & Team Growth

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

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.