Seasonal, Lead Customer Service

H&R Block•UNAVAILABLE, Missouri

8h•Remote

About The Position

The Seasonal Lead, Expert Help Chat is responsible for leading, developing, and supporting a team of Tier 1 and/or Tier 2 virtual tax agents to deliver high-quality client service during the tax season. This role drives operational performance through coaching, real-time support, and data-driven decision-making while ensuring alignment to organizational goals, service standards, and engagement initiatives.

Requirements

Prior experience in a client-facing or operations role
Demonstrated ability to coach, support, or mentor others
Strong communication and interpersonal skills
Ability to work in a fast-paced, metrics-driven environment

Nice To Haves

Prior leadership or supervisory experience
Experience in virtual/chat-based client support
Tax knowledge and/or certification (Level 4+ or equivalent preferred)
Experience with performance metrics and reporting tools
Comfort with AI tools, along with the ability to lead and participate in projects as they arise
Coaching and development
Performance management
Communication and collaboration
Problem-solving and decision-making
Adaptability in a seasonal, high-volume environment

Responsibilities

Lead and develop a team of seasonal Tier 1 and Tier 2 agents, including daily oversight, engagement, and accountability
Provide coaching through 1:1s, real-time feedback, and team huddles to improve performance and drive results
Monitor and manage performance metrics (AHT, Quality, SAT/CSAT, adherence) and implement targeted improvement plans
Interview, hire, onboard, and train seasonal agents
Oversee daily operations including attendance, scheduling, and queue support to ensure service levels are met
Troubleshoot technical, process, and system-related issues impacting agents or workflow
Provide escalation support and limited direct client chat support as needed
Maintain documentation of coaching, performance trends, and operational insights to inform decision-making