Customer Service Supervisor

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 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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TAXWELL

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2003

⚖️ Legal

💸 Finance

💼 Consulting

Legal • Finance • Consulting

TAXWELL is a legal services firm specializing in international and national tax advice, litigation, mergers and acquisitions (M&A), and board room counseling. With over 20 years of experience, the firm consists of tax and corporate lawyers who are well-versed in Supreme Court litigation and have backgrounds in the Big Four accounting firms. TAXWELL is known for its niche focus and quality segment, boasting close cooperation with renowned arbitrators and foreign counsel while maintaining steady autonomous growth.

📋 Description

• Supervise, mentor, and coach seasonal and permanent customer support agents • Conduct one-on-one sessions and performance reviews • Support hiring, discipline, and morale-building efforts with management • Monitor and evaluate agent performance through live call, chat, and email observation and reporting tools • Reconcile and process bi-weekly timecards and ensure schedule adherence • Troubleshoot operational, technical, and customer issues • Monitor queues and adjust staffing to maintain service levels • Coordinate staffing with WFM • Lead new-hire and ongoing training and provide targeted coaching • Review and contribute to training materials and the internal knowledge base • Resolve escalated customer concerns • Maintain and exceed service KPIs, including first-call issue resolution and customer satisfaction • Track KPIs and provide actionable performance insights to management • Collaborate with product and technical teams to improve support processes • Recommend and implement improvements to enhance team effectiveness and customer experience

🎯 Requirements

• 2–3 years of supervisory experience in a call center or fast-paced environment • Experience with TaxAct or similar tax software preferred • Strong experience in B2B customer service and technical support • Excellent verbal and written communication skills • Proven ability to coach, lead, and motivate teams • Effective task prioritization and workload management in a dynamic setting • Proficient with Microsoft Office Suite, including Teams and SharePoint • Flexibility to work evenings and weekends as needed • Bilingual (Spanish) a plus

🏖️ Benefits

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