Xpert Supervisor

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

📋 Description

• Assist management in overseeing daily operations within a dynamic environment.

• Supervise, mentor, and support seasonal credentialed tax professionals.

• Conduct weekly one-on-one progress evaluations and coaching sessions.

• Adhere to Circular 230, the Internal Revenue Code, Treasury Regulations, and relevant state and local guidelines.

• Monitor agent schedules, queue activities, call handling, quality assurance, and service levels.

• Reconcile payroll information with production data and investigate any discrepancies.

• Communicate performance expectations, address trending issues, and suggest process improvements to management.

• Facilitate training for processes and new hires among tax experts.

• Provide technical, operational, product, and tax-related support to tax professionals.

• Conduct quality assurance reviews of interactions between tax experts and leads.

• Recommend knowledge-base responses based on customer interactions.

• Conduct interviews for seasonal expert positions.

• Offer tax advice and customer support via phone, email, chat, and social media platforms.

• Act as an escalation point for customer inquiries and concerns.

• Troubleshoot and research customer, product, and intricate tax-related issues.

• Support the operations and processes for the TaxAct Xpert Assist program.

• Motivate team members and peers through positivity and effective leadership.

• Undertake additional responsibilities as required.

⛳️ Requirements

• Prior experience as a tax expert in a call center setting.

• At least five (5) years of experience in preparing federal individual income tax returns.

• A valid PTIN is required.

• Must possess one active credential: Enrolled Agent (EA), Certified Public Accountant (CPA), or practicing tax attorney.

• 2–3 years of supervisory experience in a call center or equivalent background.

• Familiarity with online tax software is essential.

• Minimum of 2 years of experience with the Microsoft Suite, including Teams and SharePoint.

• Proficient in conducting tax research using reliable sources.

• Exceptional written and verbal communication skills.

• Strong attention to detail.

• Capability to multitask effectively.

• Excellent problem-solving abilities.

• Strong time management skills.

• Resilient team player who fosters a positive work environment.

• Must have or be willing to acquire a private, dedicated hardwired internet connection.

🏝️ Benefits

• Full-time seasonal employment.

• Supportive, open, and inclusive work atmosphere.

• Equal employment opportunity commitment.

• Disability assistance and accommodations throughout the hiring process.