Xpert Supervisor

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

📋 Description

• Oversee, mentor, and provide assistance to seasonal credentialed tax professionals.

• Conduct weekly one-on-one sessions to track progress and provide coaching.

• Ensure adherence to Circular 230, the Internal Revenue Code, Treasury Regulations, and relevant state and local laws.

• Monitor agent schedules and adherence to queue standards.

• Execute quality assurance monitoring and suggest adjustments to staffing or queue management.

• Reconcile payroll data with production metrics and address any discrepancies.

• Keep track of customer callbacks and identify issues related to call avoidance or unacceptable conduct.

• Communicate performance expectations and emerging issues to management.

• Recommend enhancements to business processes based on monitoring of calls and chats.

• Facilitate training for processes and new hires.

• Offer technical, operational, product, and tax-related support to tax experts.

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

• Suggest knowledge-base responses derived from customer interactions.

• Interview candidates for seasonal expert positions.

• Provide tax advice and customer support while adhering to established processes and metrics.

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

• Support TaxAct products via phone, email, chat, and social media platforms.

• Troubleshoot customer issues and relay information to management.

• Investigate complex tax-related program inquiries and issues.

• Aid operations and processes pertaining to the TaxAct Xpert Assist program.

• Motivate team members and colleagues through positive leadership.

• Carry out additional responsibilities as required.

⛳️ Requirements

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

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

• Must possess a valid PTIN.

• Must hold one of the following active credentials: Enrolled Agent (EA), Certified Public Accountant (CPA), or practicing tax attorney.

• 2–3 years of supervisory experience in a call center or related field.

• Familiarity with online tax software.

• At least 2 years of experience with Microsoft Suite, including Teams and SharePoint.

• Experience in conducting tax research utilizing reliable sources.

• Exceptional written and verbal communication skills.

• Strong attention to detail.

• Ability to handle multiple tasks simultaneously.

• Strong problem-solving capabilities.

• Excellent time management abilities.

• Resilient, collaborative team player who contributes to a positive workplace environment.

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

🏝️ Benefits

• Supportive, open, and inclusive work environment.

• Equal opportunity for employment.

• Disability assistance and accommodations available.

• Seasonal employment opportunities.