Apply on Employer Site

Peak Support · 2 months ago

Seasonal Team Leader - Customer Service Representative

United States

Full-time, Contract

Remote

Mid Level

Peak Support is an outsourcing firm that provides customer service and back-office teams for innovative companies. They are seeking a Seasonal Team Leader - Customer Service Representative to provide leadership, guidance, and performance management to ensure operational excellence and client satisfaction.

Business DevelopmentCustomer ServiceOperating Systems

Responsibilities

Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance

Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team, and offer ongoing developmental coaching

Responsible for selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies

Act as the main point of contact to all team members asking specific information on products, services, policies, quality, etc., and explain not only how things are done, but why

Communicate any challenges and updates to the Client Success Manager

Provide insights on how the team works, analyze the data, identify opportunities and come up with action plans to improve

Track, manage and review reports to understand the performance of all team members (Attendance, Client KPIs, and any internal Metrics)

Comfortably talk about the numbers during business reviews with the clients or with the Peak Support Leaders

Send end of day/end of week reports

Monitor team attendance on a daily basis

Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed

Create and maximize relationships with client partners

Create a positive work environment through member engagement; resolve member relation issues in a professional and timely manner

Participate in cross-functional meetings to review information received from operational support functions - Training, Quality, Analytics, IT, and partner to define action plans that will resolve issues and drive continuous improvement

Implement best practices and overdeliver for clients, drive consistent performance, evaluate staffing needs, and adjust meet changing requirements

Update the leadership team on any issues/updates about the accounts

Ad hoc tasks as required

Qualification

Tax experienceAnalytical skillsExcel proficiencyEmotional intelligenceGoogle Sheets proficiencyCoaching skillsInterpersonal skillsCommunication skillsProblem-solving skillsDetail-oriented

Required

Have prior tax experience—ideally having worked at a tax firm or possessing a strong understanding of federal and state tax regulations

Are comfortable working with Personally Identifiable Information (PII) and Tax Return Information (TRI), maintaining the highest standards of confidentiality

Possess strong emotional intelligence, including the ability to self-regulate, demonstrate empathy, and be self-aware in customer interactions

Are fast learners with the ability to quickly grasp different processes, products, and services

Are resourceful and capable of thinking outside the box to find solutions

Demonstrate a strong work ethic and operate with integrity

Possess above-average oral and written communication skills

Thrive as independent workers with minimal supervision and can make or recommend sound decisions in challenging situations

Have excellent interpersonal skills and can collaborate effectively with team members and clients

Are skilled in coaching and can effectively communicate with team members about strengths and areas for improvement

Exhibit strong analytical and problem-solving abilities

Are detail-oriented and committed to accuracy

Are open to shifting schedules, flexible with work hours, and willing to work on holidays as needed

Align with the company's core values

Can positively communicate process changes with team members

Are proficient in multitasking and can handle multiple responsibilities efficiently

Have advanced knowledge of Excel and Google Sheets

Can create detailed and insightful reports for analysis and decision-making

Are proactive in identifying and addressing issues before they escalate

This is a seasonal position looking to be filled from December 2025 - April 2026. This person MUST be able to work weekends and possible evening shifts