Lead Customer Service

This is a fully remote position, open to applicants in Missouri.

📋 Description

• Lead and nurture a team of seasonal Tier 1 and Tier 2 agents.

• Provide coaching through one-on-ones, real-time feedback, and team huddles.

• Monitor and manage performance metrics, including Average Handle Time (AHT), Quality, and Customer Satisfaction (SAT/CSAT).

• Conduct interviews, hire, onboard, and train seasonal agents.

• Oversee daily operations, which includes attendance management, scheduling, and queue support.

• Troubleshoot technical, process, and system-related challenges affecting agents.

• Provide escalation support and limited direct client chat assistance as required.

• Maintain documentation related to coaching, performance trends, and operational insights.

⛳️ Requirements

• Previous experience in a client-facing or operations role.

• Proven ability to coach, support, or mentor others.

• Excellent communication and interpersonal skills.

• Capability to thrive in a fast-paced, metrics-driven environment.

• Previous leadership or supervisory experience is preferred.

• Experience in virtual or chat-based client support is preferred.

• Knowledge of tax regulations and/or certification (Level 4+ or equivalent preferred).

• Familiarity with performance metrics and reporting tools is preferred.

• Comfort working with AI tools is 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 Preparation benefit.