Xpert Lead

Taxwell; United States; Remote; USD 52,000 - 76,000; Full time

Job summary

Taxwell is seeking a seasonal TaxAct Xpert Lead to monitor and assist tax experts in a fast-paced remote customer-service environment, supporting TaxAct Xpert Assist customers.

Candidates must have EA or CPA, PTIN, 3+ years tax prep, and strong communication. The role emphasizes leadership, problem solving, and helping customers maximize refunds.

Qualifications

• 3+ years of experience preparing federal individual income tax returns.
• At least one season as a TaxAct Xpert Help tax expert or live tax advice provider.
• Active unrestricted credentials: EA or CPA.
• Active PTIN (Preparer Tax Identification Number).
• State licenses, certificates, permits, or bonds as applicable.
• Proficient with technology and online tax software.
• Extensive use of tax research from trustworthy sources.
• Strong customer service skills with professional, friendly communication.
• Excellent verbal and written communication.
• Ability to work in a fast-paced environment with minimal supervision.
• Must have or be willing to obtain a private, dedicated hardwired internet connection.

Responsibilities

• Monitor and assist tax experts needing technical or operational support including product and tax questions.
• Provide support for TaxAct products via phone and chat, ensuring a positive customer experience.
• Respond to TaxAct customer escalations and follow regulatory guidelines.
• Identify opportunities for process or training improvements.
• Support incident reporting with details from tax expert teams and communicate solutions.
• Provide feedback to supervisors on tax expert performance.
• Research and propose updates to the knowledge base.
• Inspire team and peers with positivity and leadership.
• Perform additional duties as needed.

Skills

Customer service

Verbal communication

Written communication

Problem solving

Education

Enrolled Agent (EA)

Certified Public Accountant (CPA)

Tools

Online tax software

Job description

Taxwell helps everyday Americans get every tax advantage they deserve by finding credits and deductions they never even knew existed. Our tax preparation software offers easy guidance and ensures your maximum tax refund. We strive to build a team of like-minded experts in both tax and technology who align with our brand purpose, are advocates for our customers and have a fresh, non-traditional approach to the tax industry.

TaxAct is a leading digital tax filing platform which offers customers do-it-yourself digital and downloadable products that are easy-to-use, best-in-class technology, and provide unparalleled customer support. We are a trusted solution for all users including those with complex tax returns. We strive to attract and retain candidates who exemplify our values: performance, perseverance, progress and partnership. TaxAct is a member of the Taxwell family of products. We are an organization of forward thinkers looking to add industry experts to our growing team.

This role will primarily support TaxAct as the organization helps everyday Americans file their taxes. We seek to build a team of experts in tax and technology who are customer advocates and have the mindset to reimagine the services our customers receive.

Position Summary:

The seasonal TaxAct Xpert Lead position is responsible for monitoring and assisting tax experts serving TaxAct Xpert Assist customers in a fast-paced remote customer service environment.

Essential Duties & Responsibilities:

Major responsibilities of the seasonal TaxAct Xpert Lead position are listed below. To perform the job successfully, the individual must be able to execute each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Monitor and assist tax experts needing technical or operational support including product and tax related questions.


• Overall support of the TaxAct products through phone and chat, providing a positive customer experience that instills customer confidence.


• Follow Circular 230, Internal Revenue Code, and Treasury Regulations, as well as any applicable state and local rules, regulations, and requirements governing the preparation of tax returns. Respond to TaxAct customer escalations.


• Identify areas of opportunity for process or training improvements.


• Support incident reporting by gathering details from tax expert individuals/teams for operations/development and communicating solutions to tax experts.


• Provide feedback to supervisors regarding tax expert performance.


• Research and propose recommended updates and additions to the knowledge base.


• Inspire team and peers with positivity and leadership.


• Additional job duties as needed.

Education & Experience:

• A minimum of 3 years of experience preparing federal individual income tax returns for other taxpayers.


• A minimum of one (1) season as a tax expert for TaxAct Xpert Help or providing live tax advice to customers through another commercial tax software provider.


• Must have active unrestricted credentials: Enrolled Agent (EA), Certified Public Accountant (CPA).


• Must have active PTIN (Preparer Tax Identification Number).


• Must possess or be able to obtain any related State licenses, certificates, permits, or bonds.


• Must be proficient with technology; solid knowledge of computer operations software as well as have experience with online tax software.


• Extensive experience conducting tax research leveraging trustworthy sources.


• Strong customer service skills - ability to interact with customers through video and audio tools in a way that is professional, friendly, and reassuring.


• Exceptional verbal and written communication skills.


• Ability to work in a fast-paced environment with minimal supervision.


• Must have (or be willing to obtain) a private, dedicated hardwired internet connection.


• Critical thinking, problem-solving, research skills, and determination.

At Taxwell, we believe our work benefits from the diverse perspectives of our employees. As such, Taxwell welcomes and celebrates diversity and inclusion and is committed to equal opportunity employment. At Taxwell, you can expect a supportive, open, and inclusive atmosphere and a team that values your contributions.

Taxwell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, veteran status, and any other status protected under applicable law. Taxwell considers information gathered in the hiring process, including information on this application, confidential, and only shares it on a need-to-know basis or as required by law.

If you need assistance or accommodation due to a disability, you may contact us at [e-mail] or by calling 828-349-5887 to speak with a member of the HR Talent Acquisition team.