Lead Customer Service, Seasonal

H&R Block

. Lead and develop a team of seasonal Tier 1 and Tier 2 agents, including daily oversight, engagement, and accountability .

Posted 9/15/2026full-timeRemote • Missouri • United StatesSenior💰 $25 - $38 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing and developing a team of agents while effectively monitoring performance metrics and implementing improvement plans. Proficient in coaching, training, and providing operational insights to enhance team performance in a client-facing environment.

Highest-signal resume keywords

Team LeadershipCoaching and MentoringPerformance Metrics ManagementClient-Facing ExperienceCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Performance Metrics MonitoringCoachingOnboardingTroubleshootingSchedulingQueue ManagementDocumentationImprovement PlansClient Support

Soft Skills

Interpersonal SkillsEngagementAccountabilityReal-Time FeedbackFast-Paced Adaptability

Industry Keywords

AHTQualitySATCSATOperational Insights

About the role

Key responsibilities & impact

Lead and develop a team of seasonal Tier 1 and Tier 2 agents, including daily oversight, engagement, and accountability
Provide coaching through 1:1s, real-time feedback, and team huddles
Monitor and manage performance metrics including AHT, Quality, SAT/CSAT, and adherence
Implement targeted improvement plans
Interview, hire, onboard, and train seasonal agents
Oversee attendance, scheduling, and queue support to meet service levels
Troubleshoot technical, process, and system-related issues
Provide escalation support and limited direct client chat support
Maintain documentation of coaching, performance trends, and operational insights

Requirements

What you’ll need

Prior experience in a client-facing or operations role
Demonstrated ability to coach, support, or mentor others
Strong communication and interpersonal skills
Ability to work in a fast-paced, metrics-driven environment

Benefits

Comp & perks

Competitive pay
Medical and prescription drug coverage for qualifying associates and eligible dependents
H&R Block Retirement Savings Plan (401(k) Plan)
Employee Assistance Program
(Virtual) fitness center programs
Associate discount program
Business Travel Accident Insurance
Associate Tax Prep benefit
Continuous learning
Support for well-being and life outside of work
Potential incentive compensation or short-term incentive plans