Lead Customer Service

🔥 0 minutes ago

🏰 Missouri – Remote

🏰 Missouri – Remote

💵 $25 - $37 / hour

⏰ Full Time

🟠 Senior

💝 Customer Support

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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

• Lead and develop a team of seasonal Tier 1 and Tier 2 agents • Provide coaching through 1:1s, real-time feedback, and team huddles • Monitor and manage performance metrics (AHT, Quality, SAT/CSAT) • Interview, hire, onboard, and train seasonal agents • Oversee daily operations including attendance, scheduling, and queue support • Troubleshoot technical, process, and system-related issues impacting agents • Provide escalation support and limited direct client chat support as needed • Maintain documentation of coaching, performance trends, and operational insights

🎯 Requirements

• Prior experience in a client-facing or operations role • Demonstrated ability to coach, support, or mentor others • Strong communication and interpersonal skills • Ability to work in a fast-paced, metrics-driven environment • Prior leadership or supervisory experience (preferred) • Experience in virtual/chat-based client support (preferred) • Tax knowledge and/or certification (Level 4+ or equivalent preferred) • Experience with performance metrics and reporting tools (preferred) • Comfort with AI tools (preferred)

🏖️ Benefits

• medical and prescription drug coverage • H&R Block Retirement Savings Plan (401(k) Plan) • Employee Assistance Program • fitness center programs • associate discount program • Business Travel Accident Insurance • Associate Tax Prep benefit