Xpert Supervisor

TaxAct

. Supervise, coach, and assist seasonal credentialed tax professionals .

Posted 10/9/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in tax preparation and compliance, with a strong focus on leadership and team development in a call center environment. Proficient in utilizing tax software and Microsoft Suite to enhance operational efficiency and customer support.

Highest-signal resume keywords

Tax PreparationCall Center SupervisionEnrolled Agent (EA) CertificationMicrosoft Suite ProficiencyQuality Assurance Monitoring

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Federal Individual Income Tax ReturnsTax ResearchCompliance with Circular 230Payroll Data ReconciliationProcess ImprovementTechnical SupportCustomer SupportQuality Assurance of InteractionsKnowledge-Base DevelopmentEscalation Management

Soft Skills

Excellent Communication SkillsAttention to DetailMultitasking AbilityProblem-Solving SkillsTime Management SkillsTeam PlayerLeadership

Tools & Technologies

TaxAct ProductsOnline Tax SoftwareMicrosoft TeamsMicrosoft SharePoint

Certifications & Qualifications

PTINCertified Public Accountant (CPA)Enrolled Agent (EA)

Industry Keywords

Internal Revenue CodeTreasury RegulationsCall Center EnvironmentCustomer CallbacksTax Compliance

About the role

Key responsibilities & impact

Supervise, coach, and assist seasonal credentialed tax professionals
Conduct weekly one-on-one progress tracking and coaching sessions
Ensure compliance with Circular 230, the Internal Revenue Code, Treasury Regulations, and applicable state and local requirements
Monitor agent schedules and queue adherence
Perform quality assurance monitoring and recommend queue or staffing adjustments
Reconcile payroll data with production data and investigate discrepancies
Monitor customer callbacks and identify call avoidance or unacceptable behavior
Communicate performance expectations and trending issues to management
Recommend business process improvements based on call and chat monitoring
Facilitate process and new-hire training
Provide technical, operational, product, and tax-related support to tax experts
Perform quality assurance of tax expert and lead interactions
Propose knowledge-base responses based on customer interactions
Interview candidates for seasonal expert roles
Provide tax advice and customer support in compliance with established processes and metrics
Serve as an escalation point for customer requests and concerns
Support TaxAct products through phone, email, chat, and social media
Troubleshoot and research customer issues and communicate them to management
Research complex tax-related program issues and questions
Support operations and processes for the TaxAct Xpert Assist program
Inspire team members and peers through positivity and leadership
Perform additional duties as needed

Requirements

What you’ll need

Previous experience as a tax expert in a call center environment
Five (5) or more years of experience preparing federal individual income tax returns
Must have a valid PTIN
Must have one of the following active credentials: Enrolled Agent (EA), Certified Public Accountant (CPA), or practicing tax attorney
2–3 years of call center supervisory experience or equivalent experience
Experience with online tax software
Minimum of 2 years of Microsoft Suite experience, including Teams and SharePoint
Experience conducting tax research using trustworthy sources
Excellent written and verbal communication skills
Attention to detail
Ability to multitask
Strong problem-solving skills
Excellent time management skills
Resilient, strong team player who helps maintain a positive work environment
Must have or be willing to obtain a private, dedicated hardwired internet connection

Benefits

Comp & perks

Supportive, open, and inclusive atmosphere
Equal employment opportunity
Disability assistance and accommodation available
Seasonal employment opportunity