Product Support Supervisor

Taxwell•Haverford, PA

About The Position

The Product Support Supervisor (Seasonal) supports TaxAct’s customer service operations for individual tax filers, assisting management with daily operations in a fast-paced environment. The role leads, trains, mentors, and supports customer-service agents, while managing people, projects, and operational tasks to meet performance metrics and deadlines. The supervisor monitors customer calls and chats, agent schedules, quality, live queues, and performance reports; handles customer escalations and researches issues; supports agents with product and operational questions; and works with management and Learning & Development to maintain effective processes and training materials. The role also processes and reconciles timecards and recommends improvements based on customer interactions and monitoring results.

Requirements

Basic tax knowledge.
At least 2 years of Microsoft Suite experience, including Teams, SharePoint, and OneNote.
Excellent written and verbal communication skills.
Attention to detail.
Ability to multitask.
Ability to adapt quickly and positively to change.
Strong problem-solving skills.
Excellent time-management skills.
Resilient, dedicated team player who helps maintain a positive work environment.
Flexibility with scheduling, including days, nights, and weekends.

Nice To Haves

Knowledge of and work experience with desktop and browser-based applications.
2–3 years of remote call center supervisory experience or equivalent experience.
Experience using tax software.
B2C or B2B experience.

Responsibilities

Supervise, coach, and assist contractor, seasonal, and permanent agents.
Mentor assigned agents through weekly one-on-one progress tracking and coaching sessions, provide day-to-day assistance, and share progress updates during training and tax season.
Monitor live phone calls and chats daily and provide immediate feedback and coaching to promote accurate, professional customer support.
Monitor agent schedule adherence.
Reconcile timecard data with production data each pay period, investigate discrepancies, and process timecards bi-weekly.
Monitor quality assurance and recommend queue or staffing adjustments to help meet service levels.
Run system reports and monitor live queues to ensure calls and chats are handled appropriately and identify avoidance or other unacceptable behavior.
Work with management to communicate performance expectations and report trending issues.
Recommend business process improvements based on call and chat monitoring results.
Facilitate new-hire training and review, edit, help create, and suggest improvements to training materials in partnership with Learning & Development.
Assist agents with technical and operational support, including product questions and product navigation.
Perform quality assurance reviews of agent interactions and propose knowledge-base responses based on customer interactions.
Provide friendly support to external customers in accordance with established processes and metrics.
Handle customer escalations and concerns referred by agents or senior leadership.
Research and troubleshoot customer issues.
Manage support operations and processes for agents.
Promote positivity and leadership among the team and peers.
Receive management feedback and coaching and adapt or apply it promptly.
Perform additional duties as needed.