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Taxwell · 3 months ago

Product Support Supervisor

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

Taxwell helps everyday Americans get every tax advantage they deserve by finding credits and deductions they never even knew existed. The Product Support Supervisor will be responsible for leading daily operations, training, and mentoring staff who provide customer service to TaxAct individual tax filers.

Enterprise SoftwareSoftwareTax Preparation

Responsibilities

Supervise, coach, and assist seasonal and permanent agents

Mentor and coach agents provide weekly one-on-one progress tracking and mentoring/coaching sessions with agents assigned to you and assist with day-to-day questions. Provide progress tracking updates to your assigned agents both during training and season so they are aware if they are achieving their individual goals

Monitor live phone calls and chats daily and provide immediate feedback and coaching as necessary to ensure agents are providing accurate information and professional support to all customers

Monitor agent schedules for adherence

Reconcile timecard data to production data for each pay period. Investigate differences to ensure agents are paid accurately for their time assisting customers. Process the timecards bi-weekly

Perform ongoing monitoring for quality assurance and suggest adjustments to queues/staffing to ensure service levels are met

Consistently run reports in systems and monitor live queues to ensure calls and chats are being handled appropriately and not exhibiting call or chat avoidance or other unacceptable behaviors

Work with management to ensure proper messaging around performance expectations is conveyed

Make suggestions to management on business process improvements based on call/chat monitoring results. Communicate trending issues to management

Facilitate all new hire training to all agents ensuring they are set up for success

Review, edit, help create by screen sharing and make suggestions on all training materials in partnership with the Learning & Development team

Assist agents when needing technical and operational support, including product questions and product navigation

Perform quality assurance (QA) of agent interactions

Based on customer interactions, propose needed responses for the knowledge base

Provide friendly support to all external customers in compliance with established processes and metrics

Handle all customer escalations and/or concerns that are sent to our team by agents requesting a customer escalation or the senior leadership team receiving from a customer

Research and troubleshoot customer issues

Responsible for support operations and processes for agents

Inspire team and peers with positivity and leadership

Receive feedback and coaching from management and quickly adapt or apply the feedback

Additional job duties as needed

Qualification

Call center supervisionTax software experienceMicrosoft SuiteBasic tax knowledgeMultitasking abilityProblem-solving skillsTime management skillsCommunication skillsAttention to detailAdaptability