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 Tax Act B2B tax software customers.

• 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.

• 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.

• 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.

• 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.

• 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.

• 2–3 years of supervisory experience in a call center or fast-paced environment.
• Experience with Tax Act 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  or by calling  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 Tax Act. 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. Tax Act 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 Tax Act we aim to help every customer accurately file their taxes while simultaneously identifying opportunities to improve their financial situation. Since 2000, Tax Act has helped file over 90 million returns through Tax Act consumer and professional software. We believe…