About

Taxwell helps everyday Americans get every tax advantage they deserve by finding credits and deductions they never even knew existed. Our tax preparation software offers easy guidance and ensures your maximum tax refund. We strive to build a team of like-minded experts in both tax and technology who align with our brand purpose, are advocates for our customers and have a fresh, non-traditional approach to the tax industry. TaxAct is a leading digital tax filing platform which offers customers do-it-yourself digital and downloadable products that are easy-to-use, best-in-class technology, and provide unparalleled customer support. We are a trusted solution for all users including those with complex tax returns. We strive to attract and retain candidates who exemplify our values: performance, perseverance, progress and partnership. TaxAct is a member of the Taxwell family of products. We are an organization of forward thinkers looking to add industry experts to our growing team. This role will primarily support TaxAct as the organization helps everyday Americans file their taxes. We seek to build a team of experts in tax and technology who are customer advocates and have the mindset to reimagine the services our customers receive. POSITION SUMMARY: The seasonal B2B Supervisor will be responsible for assisting management with leading the daily operations in a fast-paced environment. You will be responsible for training and mentoring our staff who provide software support. ESSENTIAL DUTIES & RESPONSIBILITIES: Major responsibilities of the seasonal B2B Supervisor position are listed below. To perform the job successfully, the individual must be able to execute each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Supervise, coach, and assist non-credentialed, seasonal 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 their assigned agents both during training and season so they are aware if they are achieving their individual goals. Monitor agent schedules for adherence. Perform ongoing monitoring for quality assurance and suggest adjustments to queues/staffing to ensure service levels are met. Reconcile payroll data to production data each payroll period. Investigate differences to ensure agents are paid accurately for their time assisting customers. Monitor agents in queue to ensure they are handling customer callbacks appropriately and not exhibiting call 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 process and new hire training to all agents ensuring they are set up for success. Assist agents when needing technical and operational support including product and tax-related questions. Perform quality assurance (QA) of agent interactions. Based on customer interactions, propose needed responses for the knowledge database and send them to the appropriate individual for creation. Provide software navigation and friendly support to all external customers in compliance with established processes and metrics. Serve as a point of escalation for customer requests and concerns as needed. As needed support the TaxAct products providing a positive and delightful experience with all customer contacts. Troubleshoot and research customer issues and, when appropriate, clearly communicate them to the appropriate manager for quick resolution. Research complex program navigation issues or questions as needed. Responsible for support operations and processes for Product Specialist II agents. Inspire team and peers with positivity and leadership. Additional job duties as needed. EDUCATION & EXPERIENCE: Knowledge and work experience with browser-based applications a plus. 2 – 3 years of call center supervisory experience or equivalent experience. Must have experience with online tax software. A minimum of 2 years of Microsoft Suite experience including Teams, SharePoint, Planner, and OneNote. 2 plus years of tax preparation experience or equivalent preferred. Excellent written and verbal communication skills. Attention to detail. Ability to multitask. Strong problem-solving skills. Excellent time management skills. Resilient, strong team player who helps maintain a positive work environment. Typing skills – 25+ WPM required. Must have (or be willing to obtain) a private, dedicated hardwired internet connection.   At Taxwell, we believe our work benefits from the diverse perspectives of our employees. As such, Taxwell welcomes and celebrates diversity and inclusion and is committed to equal opportunity employment. At Taxwell, you can expect a supportive, open, and inclusive atmosphere and a team that values your contributions. Taxwell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, veteran status, and any other status protected under applicable law. Taxwell considers information gathered in the hiring process, including information on this application, confidential, and only shares it on a need-to-know basis or as required by law. If you need assistance or accommodation due to a disability, you may contact us at HR@Taxwell.com or by calling 828-349-5703 extension 6049 to speak with a member of the HR Talent Acquisition team. Taxwell is the leading digital tax filing platform formed from the combination of Drake Software® and TaxAct®. These two longstanding organizations offer customers do-it-yourself digital and downloadable products that are easy-to-use, best-in-class technology, and provide unparalleled customer support. Taxwell brands are the trusted solution to make taxes easy for the most complex users. TaxAct offers income tax preparation software directly to consumers and tax professionals. The process of filing taxes is highly personal and can be extremely complex. At TaxAct we aim to help every customer accurately file their taxes while simultaneously identifying opportunities to improve their financial situation. Since 2000, TaxAct has helped file over 90 million returns through TaxAct consumer and professional software. We believe that everyone should be empowered to do their own taxes, have the proper resources to claim the money they deserve and receive support to make informative financial decisions. Drake Software has a long history providing top-tier professional tax preparation software. Since 1977, Drake has provided services to over 70,000 tax professionals nationwide that have filed over 40 million tax returns each year. Drake Software’s comprehensive products provide the tools and support tax professionals need to build their businesses. Drake products are designed to assist our customers efficiently prepare and e-file individual and business returns, so they can focus on serving their clients. https://bit.ly/taxwellapplicantprivacynotice