Customer Service Supervisor

About the role

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.

Responsibilities

• 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.

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.