Product Support Supervisor

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 12%

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.

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TaxAct

WebsiteLinkedInAll Job Openings

51 - 200 employees

💸 Finance

💳 Fintech

🛍️ eCommerce

Finance • Fintech • eCommerce

TaxAct is an online tax preparation service that provides users with the tools and resources to file their taxes easily and accurately. With options for free and paid tax filing products, TaxAct caters to a diverse range of tax situations, including personal, business, freelance, and investment income. The platform also offers expert assistance from credentialed tax professionals to ensure users maximize their refunds and navigate complex tax scenarios with confidence.

📋 Description

• Assist management with leading daily operations in a fast-paced environment • Supervise, coach, and assist contractor, seasonal, and permanent agents • Provide weekly one-on-one progress tracking and mentoring/coaching sessions • Monitor live phone calls and chats and provide immediate feedback and coaching • Monitor agent schedules for adherence • Reconcile timecard data to production data and process bi-weekly timecards • Monitor quality assurance and suggest queue/staffing adjustments to meet service levels • Run system reports and monitor live queues for appropriate handling and avoidance behaviors • Communicate performance expectations and trending issues to management • Suggest business process improvements based on call/chat monitoring • Facilitate new-hire training • Review, edit, and help create training materials with Learning & Development • Assist agents with technical, operational, product, and navigation questions • Perform quality assurance of agent interactions • Propose knowledge-base responses based on customer interactions • Provide customer support in compliance with established processes and metrics • Handle customer escalations and concerns • Research and troubleshoot customer issues • Manage support operations and processes for agents • Inspire team members with positivity and leadership • Receive and apply management feedback • Perform additional duties as needed

🎯 Requirements

• 2–3 years of remote call center supervisory experience or equivalent experience preferred • Experience using tax software preferred • Basic tax knowledge required • At least 2 years of Microsoft Suite experience, including Teams, SharePoint, and OneNote • Knowledge and work experience with desktop and browser-based applications a plus • B2C or B2B experience a plus • Excellent written and verbal communication skills • Attention to detail • Ability to multitask • Ability to adapt quickly and positively to change • Strong problem-solving skills • Excellent time management skills • Resilient, dedicated team player who helps maintain a positive work environment • Flexibility with scheduling across days, nights, and weekends

🏖️ Benefits

• Full-time seasonal employment • Equal opportunity employment • Supportive, open, and inclusive atmosphere • Disability accommodation assistance during the hiring process