Tax - Customer Support Supervisor

We need to output HTML fragment with sections: About the role, Responsibilities (maybe "What You'll Do"), Requirements/Qualifications/Skills (maybe "What You Bring"), Benefits, Pay, Schedule only if present. The posting includes: About The Role (paragraph), What You'll Do (list of duties), What Success Looks Like (maybe not needed as separate section?), What You Bring (requirements). Also Job Details: Job Family, Job Function, Pay Type Hourly, location. No explicit Benefits, Pay amount, Schedule. So we should not create Benefits, Pay, Schedule sections unless actual content. Pay Type Hourly is present; we could include Pay section with that? The rule: include a section ONLY when posting has real, specific content for it — never emit a heading followed by filler/placeholder text. Pay Type Hourly is specific content. So we can include a Pay section with that info. Benefits: none. Schedule: none. Also we might include a short paragraph for metadata like location and job family etc. The instruction: do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short

or drop it. So we can include a

for Job Details: Job Family, Job Function, Pay Type, Location. We need headings:

for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We should decide which sections to include: About the role (we have About The Role). Responsibilities (we have What You'll Do). Requirements/Qualifications/Skills: we have What You Bring (includes experience, skills). Could split into Requirements and Skills but we can combine into one section maybe Requirements. The instruction: prefer a few substantive sections over many thin ones. So we could have About the role, Responsibilities, Requirements (or Qualifications). Pay section. We must not repeat job title as heading. So no heading for Customer Support Supervisor. We need to use

• for any list of duties/requirements/benefits. So for Responsibilities we should list items as
  • . For Requirements we can also list. We need to preserve ALL substantive information; do not invent or summarize away detail. So we need to include all points from About The Role, What You'll Do, What Success Looks Like? The success looks like is more like outcomes; maybe we can include as part of About the role or separate? It's substantive; we could include as a paragraph under About the role or as its own section? There's no heading for it in the list; but we could treat it as part of About the role. However we must not invent headings; we can just include it as a paragraph under About the role. We need to remove boilerplate: cookie/navigation/legal/EEO etc. Not present. We need to output only HTML fragment. Let's extract content: About The Role: "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" We need to preserve that exactly, maybe fix spacing. What You'll Do (Team Leadership, Platform & AI Agent, Metrics & Insights) each with bullet points. Let's list: 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 1–2+ 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. Job Details - Job Family: Customer/Client Services - Job Function: Customer Service - Pay Type: Hourly - Location: Scan this QR code and apply! Download St. Louis, MO, USA (the QR code line is boilerplate? Actually "Scan this QR code and apply! Download St. Louis, MO, USA" seems like application instruction and location. We should drop application instructions, keep location maybe. The instruction: remove application instructions. So we drop "Scan this QR code and apply! Download". Keep location "St. Louis, MO, USA". Also maybe we keep Job Family and Job Function as minor metadata in a short

    . Thus we can create a

    with: Job Family: Customer/Client Services; Job Function: Customer Service; Pay Type: Hourly; Location: St. Louis, MO, USA. Now sections:

    About the role

    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

    But we also have What Success Looks Like; we could incorporate as a paragraph after About the role or as its own section? There's no heading for it in allowed list; but we could treat it as part of About the role or maybe as a separate section "What Success Looks Like" not in allowed headings; better to incorporate into About the role as a paragraph. Thus About the role paragraph includes the success looks like bullet points? We need to preserve them; we could make a
    under About the role? But the instruction: Use
    • for any list of duties/requirements/benefits. Success looks like is a list of outcomes; could be considered a list; we could make a
      there. However we already have a paragraph; we could add a
      after the paragraph. Better: About the role section includes a paragraph describing role, then a
      for success looks like. But we also have Responsibilities section with its own lists. Thus final HTML:

      About the role

      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

      • 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.

      Responsibilities

      • 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.
      But we have nested lists; the instruction says use
      • for any list of duties/requirements/benefits. It didn't forbid nested lists. However we could flatten: just list all responsibilities as bullet points, maybe grouping with headings inside
      • ? But headings inside
      • not ideal. Could keep as separate sections: Team Leadership, Platform & AI Agent, Metrics & Insights as

        ? Not allowed; only

        for section headings. So we should not create additional headings. Could just list all bullet points flat, but we lose grouping. However we could keep the grouping as plain text inside

        like "Team Leadership: Supervise ..." but that changes wording. Better to keep as separate

        for each group but still each is a
        • . That's okay. Thus we can have:

          Responsibilities

          • 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.
          That preserves all info but combines into sentences. Might be okay. Now Requirements section:

          Requirements

          • 4+ years