VP of Customer Service
About The Position
Tax Processing Solutions is hiring a Vice President of Customer Service to own the strategy, operations, budget, and results of our client support organization. This is a high-volume contact center supporting tax-relief clients with inbound questions and case management. You will lead an onsite Customer Service team and BPO partners in multiple countries and be accountable for service levels, quality, client experience, and cost-to-serve. This is an executive operating role. You will set the standard for how clients are treated on the phone and in the case file, hold both captive and outsourced teams to that standard, and protect the budget while volume moves.
Requirements
- 12+ years of progressive customer service, contact-center, or client-operations leadership, including senior ownership of a high-volume inbound center
- Direct experience leading an onsite team and BPO / offshore or nearshore partners in more than one country
- Proven ownership of contact-center KPIs and a departmental budget
- Experience in a regulated, documentation-heavy, or case-based environment
- Strength in workforce management, quality, knowledge management, and escalation design
- Vendor management and contract-performance experience; comfort with time zones, cultural differences, and data-security requirements
- Executive presence; able to operate as a peer to Sales, Operations, Compliance, Finance, and Technology
- Bachelor’s degree required
Nice To Haves
- Background in tax, tax resolution, debt relief, consumer finance, or professional services with high-emotion client conversations.
- Experience standing up or modernizing CCaaS, CRM, QA, and knowledge platforms; practical use of AI in service.
- MBA or equivalent operating experience a plus.
Responsibilities
- End-to-end Customer Service operations for tax-relief clients, including inbound inquiries, case-status support, and case-management workflows
- Onsite Customer Service leadership including managers, supervisors, and frontline staff, plus performance management of multi-country BPO teams
- The operating model across sites: coverage hours, volume routing, overflow, surge capacity, and business continuity
- The Customer Service scorecard: service level, handle time, abandonment, first-contact resolution, quality/compliance, CSAT (or equivalent), occupancy, and case aging
- QA, calibration, and coaching standards so every site handles tax-relief conversations with accuracy, empathy, and proper documentation
- The Customer Service budget, including onsite labor, BPO spend, tools, and overhead
- BPO contracts and vendor performance, including SLAs, quality, staffing commitments, data security, and corrective action when partners miss plan
- Hiring, development, and performance management of onsite CS leadership; accountability for staffing and results across the network
- Major escalations, complaint trends, and cross-functional fixes with Operations, Compliance, Sales, and Resolution teams
- Seasonal and campaign readiness so filing-season and notice-driven volume does not break service or cost
Benefits
- Competitive executive base, bonus tied to service quality and operating performance.
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What This Job Offers
Job Type
Full-time
Career Level
Executive
