Customer Service Supervisor

Position Summary The Customer Service Supervisor plays a key leadership role in managing a team of call center agents to ensure an exceptional customer experience. This role includes supervising daily operations, providing training and coaching, ensuring adherence to performance metrics, and handling escalations. The supervisor will work closely with leadership to continuously improve processes, drive agent performance, and maintain high customer satisfaction, particularly for TaxAct B2B tax software customers. Key Responsibilities Leadership & Supervision Supervise, mentor, and coach seasonal and permanent customer support agents. Conduct one-on-one sessions and performance reviews to monitor agent progress. Support hiring, discipline, and morale-building efforts in coordination with management. Inspire a positive and productive team environment. Daily Operations Monitor and evaluate agent performance through live call/chat/email observation and reporting tools. Reconcile and process timecards bi-weekly; ensure schedule adherence. Troubleshoot and assist with operational, technical, and customer issues. Monitor queues and adjust staffing as needed to maintain service levels. Oversee queues for agent engagement and coordinate staffing with WFM. Training & Development Lead training for new hires and ongoing development for current agents. Comprehension of classroom and online training with additional team or individual instruction as needed. Identify skill gaps and provide targeted coaching or training. Review and contribute to training materials and the internal knowledge base. Customer Service Excellence Resolve escalated customer concerns with a focus on satisfaction and efficiency. Maintain and exceed service KPIs such as first call issue resolution and customer satisfaction. Provide accurate, timely responses and support across all channels. Continuous Improvement & Reporting Track KPIs and provide actionable performance insights to management. Collaborate with product and technical teams to improve support processes. Recommend and implement improvements to enhance team effectiveness and customer experience. Requirements 2–3 years of supervisory experience in a call center or fast-paced environment. Experience with TaxAct or similar tax software preferred. Strong experience in B2B customer service and technical support. Excellent verbal and written communication skills. Proven ability to coach, lead, and motivate teams. Effective task prioritization and workload management in a dynamic setting. Proficient with Microsoft Office Suite, including Teams and SharePoint. Flexibility to work evenings and weekends as needed. Bilingual (Spanish) a plus. At Taxwell, we believe our work benefits from the diverse perspectives of our employees. As such, Taxwell welcomes and celebrates diversity and inclusion and is committed to equal opportunity employment. At Taxwell, you can expect a supportive, open, and inclusive atmosphere and a team that values your contributions. Taxwell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, veteran status, and any other status protected under applicable law. Taxwell considers information gathered in the hiring process, including information on this application, confidential, and only shares it on a need-to-know basis or as required by law. If you need assistance or accommodation due to a disability, you may contact us at View email address on click.appcast.io or by calling View phone number on click.appcast.io to speak with a member of the HR Talent Acquisition team. Taxwell is the leading digital tax filing platform formed from the combination of Drake Software and TaxAct. These two longstanding organizations offer customers do-it-yourself digital and downloadable products that are easy-to-use, best-in-class technology, and provide unparalleled customer support. Taxwell brands are the trusted solution to make taxes easy for the most complex users. TaxAct offers income tax preparation software directly to consumers and tax professionals. The process of filing taxes is highly personal and can be extremely complex. At TaxAct we aim to help every customer accurately file their taxes while simultaneously identifying opportunities to improve their financial situation. Since 2000, TaxAct has helped file over 90 million returns through TaxAct consumer and professional software. We believe that everyone should be empowered to do their own taxes, have the proper resources to claim the money they deserve and receive support to make informative financial decisions. Drake Software has a long history providing top-tier professional tax preparation software. Since 1977, Drake has provided services to over 70,000 tax professionals nationwide that have filed over 40 million tax returns each year. Drake Software’s comprehensive products provide the tools and support tax professionals need to build their businesses. Drake products are designed to assist our customers efficiently prepare and e-file individual and business returns, so they can focus on serving their clients. #J-18808-Ljbffr Taxwell