Customer Care Lead, Business Analyst

🔥 14 hours ago

🏰 Missouri – Remote

🏰 Missouri – Remote

💵 $101.2k - $161.9k / year

⏰ Full Time

🟠 Senior

🧐 Business Analyst

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

H&R Block

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1955

💸 Finance

👥 B2C

🤝 B2B

Finance • B2C • B2B

H&R Block is a U. S. -based tax preparation and financial services company that provides in-person and online tax filing, tax professionals, small business bookkeeping and payroll, and related financial products such as refund advances and prepaid cards. Founded in 1955, it operates retail tax offices, franchises, and digital platforms to serve consumers and small businesses with tax, accounting, and financial solutions.

📋 Description

• Identify, design, and optimize operational processes enabling frontline agents to deliver seamless customer experiences • Build and maintain the knowledge, content, and training infrastructure powering Wave and SMB customer support • Partner with Wave Customer Support leadership, Product, Support Operations, and cross-functional SMB stakeholders • Own the Wave customer support knowledge base and improve content as the SMB product evolves • Design and run new agent onboarding and improve agent ramp times • Identify and close knowledge gaps from escalations, QA findings, and customer feedback • Own the Wave customer support quality program, including scorecard administration, quality trend analysis, calibration activities, and coaching opportunity identification • Monitor and analyze operational and quality metrics and implement improvements • Lead continuous improvement initiatives by identifying process inefficiencies, conducting root cause analysis, and implementing solutions • Develop and maintain process documentation, SOPs, and workflow maps • Evaluate product, policy, and process changes and ensure successful operational adoption • Own Wave chatbot content, including conversation flows, deflection content, and escalation triggers • Translate changes into support content, training materials, and operational readiness plans • Analyze escalation patterns to improve Ada deflection effectiveness • Own support content library accuracy, consistency, and governance • Establish content lifecycle governance, including ownership, review cadence, version control, and audits • Identify opportunities to reduce agent handle time through macros, templates, and decision trees

🎯 Requirements

• BS/BA in a related field or an equivalent combination of education and experience • 5+ years of experience in business analysis, preferably in a contact center environment or in support enablement, training & content at a SaaS or technology company • Experience building knowledge bases and training programs for customer-facing support teams • Comfort in highly matrixed organizations with strong influencing skills and driving priorities across stakeholders without direct authority • Quality Assurance framework experience building scorecards, calibration processes, and coaching programs • Strategic mindset with a commitment to continuous improvement and innovation • Experience with performance metrics such as Service Level Attainment, Cost per Resolution, Client Effort Score, and Agent Quality Score • Experience working with support enablement tools such as Zendesk, Ada, Guru, and Salesforce • Exceptional communication and collaboration skills, along with a comfort working and leading in a cross-functional environment • Creative and inspiring leadership skills that support learning with a bias for action and accountability while building and maintaining strong relationships • Ability to think strategically and tactically with a persistent problem-solving mentality

🏖️ Benefits

• Medical and prescription drug coverage for associates and eligible dependents • H&R Block Retirement Savings Plan (401(k) Plan) • Employee Assistance Program • (Virtual) fitness center programs • Associate discount program • Business Travel Accident Insurance • Associate Tax Prep benefit • Competitive pay • Comprehensive benefits • Support for life both in and outside of work • Continuous learning • High Performing, Connected Culture