Expert Help Sr Analyst

H&R Block

7h•Remote

About The Position

As an Expert Help Senior Analyst, you’ll play a critical role in delivering exceptional client experiences while strengthening the performance and capability of our Expert Help Chat (EHC) organization. You’ll provide expert level tax guidance to clients using H&R Block’s online DIY products, manage complex and escalated client interactions, and act as a trusted resource for seasonal and offshore agents. You’ll partner across teams to improve processes, support training and development, and monitor key performance indicators to ensure both clients and agents are set up for success. Outside of peak season, you’ll continue supporting EHC clients while contributing to training efforts, process improvements, and cross‑functional initiatives that drive quality, efficiency, and innovation.

Requirements

Bachelor’s degree in accounting, finance, or an equivalent combination of education and experience
Deep expertise in federal and state tax law, including complex tax scenarios
Strong experience with online tax preparation platforms and virtual client support
Proven ability to manage escalations and provide guidance in fast paced environments
Excellent written and verbal communication skills with a client focused approach
Ability to analyze performance data and translate insights into actionable recommendations
Comfort navigating seasonal workload fluctuations and change
Strong computer proficiency, including MS Office
Circular 230 designation or the ability to obtain within one year of employment

Nice To Haves

Prior leadership, mentoring, or coaching experience
Experience supporting international or expatriate tax clients
Familiarity with AI driven support tools, automation, or troubleshooting workflows

Responsibilities

Deliver accurate, expert level federal and state tax guidance, including complex and escalated scenarios
Resolve elevated client issues with professionalism, empathy, and a solutions focused mindset
Help ensure a consistent, high-quality client experience across all supported channels
Serve as a subject matter expert and escalation point for seasonal and offshore agents
Provide real-time guidance and feedback to reinforce best practices and service standards
Support training delivery and mentoring to build agent confidence and technical capability
Monitor key performance indicators (e.g., quality, efficiency, compliance) and identify trends or gaps
Partner with leaders and cross‑functional teams to recommend process improvements
Ensure adherence to federal and state tax regulations, internal policies, and quality standards
Contribute to department goals by balancing quality, efficiency, and client satisfaction
Support special projects, pilots, or initiatives that improve the Expert Help experience
Other duties as assigned