Full Service Xpert Supervisor

Accountabilities: Team Leadership and Performance Management: Supervise, coach, and mentor seasonal credentialed tax professionals, helping them achieve individual performance targets and broader organizational goals. Conduct weekly one-on-one coaching sessions, communicate expectations clearly, promote accountability, and foster a positive, collaborative team environment. Tax Compliance and Technical Guidance: Ensure tax preparation activities comply with IRS Circular 230, the Internal Revenue Code, Treasury Regulations, and applicable state and local requirements. Provide technical and operational support to tax experts on complex tax questions, client interviews, return preparation, signatures, and electronic filing of federal and state individual and business returns, including Forms 1065 and 1120-S. Operational Oversight: Manage daily support operations for the full-service tax preparation program, monitor agent schedules and queue activity, and ensure appropriate handling of customer callbacks. Identify potential call avoidance or other unacceptable behaviors, recommend staffing and queue adjustments, and help maintain service levels during peak seasonal demand. Quality Assurance and Customer Experience: Conduct ongoing quality reviews of tax experts' and team leads' customer interactions. Monitor calls, chats, and other support channels to ensure accurate tax guidance, adherence to established processes, and consistently professional, friendly service. Serve as an escalation point for customer concerns and help resolve complex issues promptly. Training and Onboarding: Facilitate process training, new-hire training, and ongoing development for tax professionals. Equip team members with the technical knowledge, product familiarity, and operational skills needed to serve customers effectively and meet quality expectations. Payroll and Performance Reconciliation: Reconcile payroll records with production data during each payroll period, investigate discrepancies, and help ensure team members are compensated accurately for their time spent assisting customers. Process Improvement and Knowledge Management: Analyze call and chat monitoring results to identify recurring challenges, communicate trends to management, and recommend improvements to workflows and business processes. Propose updates to the knowledge database and coordinate with the appropriate stakeholders to ensure accurate, useful guidance is available to tax professionals. Recruitment and Team Development: Participate in interviews for seasonal tax expert positions, including credentialed and non-credentialed candidates, using established hiring guidelines. Support team readiness and contribute to building a capable, customer-focused workforce. Customer Support and Issue Resolution: When needed, assist customers through phone, email, chat, and social media channels. Research customer concerns, troubleshoot product and tax-related issues, and communicate complex or unresolved matters to the appropriate managers for timely resolution. Security and Professional Standards: Follow established operational procedures, protect confidential customer information, and maintain professional standards across all interactions. Take on additional duties as required to support the success of the seasonal operation. Requirements Education and Professional Experience: At least five years of tax preparation experience, including preparing federal individual income tax returns and business returns such as partnership Form 1065 and S corporation Form 1120-S. Previous leadership experience within the tax preparation industry is required, preferably in a call center or customer support environment. Active Professional Credentials: A valid Preparer Tax Identification Number (PTIN) and at least one active professional credential are required: Enrolled Agent (EA), Certified Public Accountant (CPA), or practicing tax attorney. Tax Preparation and Research Expertise: Strong knowledge of individual and business taxation, tax return preparation, electronic filing procedures, and applicable federal and state requirements. Demonstrated experience researching tax questions using reliable, authoritative sources is essential. Software and Technical Proficiency: Experience using online tax preparation software is required. At least two years of experience with Microsoft Office tools, including Microsoft Teams and SharePoint, is also necessary. Leadership and Coaching Skills: The ability to supervise, motivate, and develop a team of tax professionals, provide constructive feedback, monitor performance, and address operational challenges effectively. Communication and Customer Service: Excellent written and verbal communication skills, with the ability to explain complex tax concepts clearly, provide accurate guidance, handle escalations professionally, and maintain a positive customer experience. Analytical and Problem-Solving Abilities: Strong attention to detail, sound judgment, and the ability to investigate discrepancies, troubleshoot technical or tax-related issues, and recommend practical solutions. Organization and Time Management: Excellent time management and multitasking skills, with the ability to prioritize competing responsibilities and maintain accuracy in a fast-paced, deadline-driven seasonal environment. Teamwork and Adaptability: A resilient, collaborative, and proactive approach, with the ability to maintain a positive work environment and adapt to changing workloads and customer needs. Remote Work Requirements: Must have, or be willing to obtain, a private, dedicated hardwired internet connection suitable for secure and reliable remote work. Location Eligibility: Candidates must be based in the United States. The position is remote and supports operations across eligible U.S. locations. Benefits Remote work flexibility: The opportunity to work remotely from within the United States. Professional impact: The opportunity to use your tax expertise to help individuals and small and medium-sized businesses navigate complex tax situations and file accurate returns. Leadership and development: Hands-on experience coaching tax professionals, delivering training, and strengthening team performance. Collaborative environment: A supportive, inclusive workplace that values teamwork, accountability, and diverse perspectives. Customer-focused mission: The opportunity to help customers identify eligible tax credits and deductions and access the tax benefits they deserve. Technology-driven work: Experience supporting digital tax preparation products and helping improve the quality and efficiency of tax services. Equal opportunity and inclusion: A commitment to fair employment practices and a respectful workplace where employees are valued for their contributions. Accessibility support: Reasonable accommodations are available to qualified candidates throughout the recruitment process.