The Lead – Tax Customer Support is responsible for leading a team of customer support professionals, ensuring high-quality service delivery, managing client escalations, optimizing workflows, and driving operational excellence. The role requires strong leadership, client management, reporting capabilities, and continuous process improvement to achieve organizational goals.
Job Type: Remote (WFH) - U S Shift
Key Responsibilities
Team Leadership
- Lead, mentor, and coach a team of customer support associates.
- Conduct regular performance reviews and provide constructive feedback.
- Facilitate onboarding and continuous training of team members.
- Ensure adherence to organizational policies and quality standards.
Customer & Client Management
- Serve as the primary point of contact for complex customer issues and client escalations.
- Build and maintain strong client relationships.
- Ensure timely and effective resolution of customer concerns.
- Monitor customer satisfaction and implement improvement initiatives.
Workflow Management
- Plan and allocate work effectively across the team.
- Monitor daily operational activities and ensure SLA adherence.
- Optimize workflows to improve productivity and service quality.
- Identify process bottlenecks and recommend operational improvements.
Reporting & Analytics
- Prepare daily, weekly, and monthly operational reports.
- Track KPIs, SLA compliance, productivity, quality, and customer satisfaction metrics.
- Analyze operational trends and provide recommendations to management.
- Present performance updates during leadership reviews.
Process Improvement
- Drive continuous improvement initiatives.
- Collaborate with cross-functional teams to improve customer experience.
- Ensure compliance with tax regulations and internal operational procedures.
Required Skills
- Strong leadership and people management skills.
- Excellent client relationship management abilities.
- Experience managing customer escalations.
- Workflow planning and resource allocation expertise.
- Strong analytical and reporting capabilities.
- Excellent communication and presentation skills.
- Experience with CRM, ticketing systems, and reporting tools.
- Advanced problem-solving and decision-making skills.
Qualifications
- Bachelor's degree in commerce, Finance, Accounting, Business Administration, or a related discipline.
- 4–8 years of experience in tax customer support or tax operations.
- Proven experience leading customer support teams.
- Experience managing client escalations and operational reporting.
Preferred Skills
- Exposure to US tax support operations and tax software.
- Experience working with global customers.
- Knowledge of Lean, Six Sigma, or process improvement methodologies.
- Advanced Excel and reporting/dashboard experience.
Pay: ₹50,000.00 - ₹75,000.00 per month
Work Location: Remote
