Xpert Supervisor

Job not on LinkedIn

🔥 13 hours 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

• Supervise, coach, and assist seasonal credentialed tax professionals • Conduct weekly one-on-one progress tracking and coaching sessions • Ensure compliance with Circular 230, the Internal Revenue Code, Treasury Regulations, and applicable state and local requirements • Monitor agent schedules and queue adherence • Perform quality assurance monitoring and recommend queue or staffing adjustments • Reconcile payroll data with production data and investigate discrepancies • Monitor customer callbacks and identify call avoidance or unacceptable behavior • Communicate performance expectations and trending issues to management • Recommend business process improvements based on call and chat monitoring • Facilitate process and new-hire training • Provide technical, operational, product, and tax-related support to tax experts • Perform quality assurance of tax expert and lead interactions • Propose knowledge-base responses based on customer interactions • Interview candidates for seasonal expert roles • Provide tax advice and customer support in compliance with established processes and metrics • Serve as an escalation point for customer requests and concerns • Support TaxAct products through phone, email, chat, and social media • Troubleshoot and research customer issues and communicate them to management • Research complex tax-related program issues and questions • Support operations and processes for the TaxAct Xpert Assist program • Inspire team members and peers through positivity and leadership • Perform additional duties as needed

🎯 Requirements

• Previous experience as a tax expert in a call center environment • Five (5) or more years of experience preparing federal individual income tax returns • Must have a valid PTIN • Must have one of the following active credentials: Enrolled Agent (EA), Certified Public Accountant (CPA), or practicing tax attorney • 2–3 years of call center supervisory experience or equivalent experience • Experience with online tax software • Minimum of 2 years of Microsoft Suite experience, including Teams and SharePoint • Experience conducting tax research using trustworthy sources • Excellent written and verbal communication skills • Attention to detail • Ability to multitask • Strong problem-solving skills • Excellent time management skills • Resilient, strong team player who helps maintain a positive work environment • Must have or be willing to obtain a private, dedicated hardwired internet connection

🏖️ Benefits

• Supportive, open, and inclusive atmosphere • Equal employment opportunity • Disability assistance and accommodation available • Seasonal employment opportunity