Tax - Customer Support Supervisor
TOPS Products
Customer Support Supervisor
TOPS Products builds tax and compliance software that businesses depend on when deadlines don't move. When customers need help, it's usually at the worst possible moment, and the answer has to be right.
We're looking for a Customer Support Supervisor to lead our support team and own the quality of our support experience. You'll start by supervising onshore and offshore temporary staff, then help build a team of full-time hires. You'll run our support platform (Intercom and the Fin AI Agent), track performance, spot issue trends early, and close Help content gaps before they become ticket volume.
What You'll Do
Team Leadership
- Supervise onshore and offshore temporary staff, including coverage, escalations, and QA reviews
- Get temporary staff productive quickly ahead of peak filing periods with training, macros, and playbooks
- Enforce data-handling and access controls for customer and taxpayer information.
- Help hire and onboard two full-time support roles as the team grows.
Platform & AI Agent
- Own Intercom configuration, including workflows, routing, tagging, and escalation rules. Tune Help docs to raise AI chat resolution rate without sacrificing answer accuracy.
- Own the Help center, and close content gaps surfaced by repeat questions and unresolved conversations.
Metrics & Insights
- Track response time, resolution time, first-contact resolution, CSAT, and SLA adherence.
- Spot emerging issues early and turn them into actionable tickets for the software team.
- Deliver a monthly briefing to product and leadership on what's breaking, confusing, and driving volume.
What Success Looks Like (First Year)
- Peak filing season is handled with stable response times and quality.
- Fin resolves more conversations, and its answers stay accurate.
- Help content gaps are closed, and repeat questions are trending down.
- Two full-time hires are in place and ramped up.
What You Bring
- 4+ years in B2B software support or support operations, including 12+ years leading agents
- Experience managing distributed or offshore teams, contractors, or a staffing vendor.
- Hands-on Intercom or Zendesk admin experience, including AI agent or chatbot configuration
- A track record of building support reporting and presenting it to leadership
- Strong writing, and the ability to explain complex things clearly to stressed customers.
- Tax, accounting, fintech, or other compliance-driven industry experience is a plus.
Vacancy posted 5 days ago
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