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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and coaching abilities in a customer support environment, with a focus on performance management, team effectiveness, and customer satisfaction. Proficient in utilizing reporting tools and software to track KPIs and enhance operational processes.
Highest-signal resume keywords
Supervisory ExperienceB2B Customer ServiceTechnical SupportMicrosoft Office SuiteBilingual (Spanish)
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance ManagementKPI TrackingCall Center OperationsTimecard ReconciliationTraining Development
Soft Skills
CoachingTeam LeadershipCommunicationTask PrioritizationWorkload Management
Tools & Technologies
TaxActReporting ToolsMicrosoft TeamsMicrosoft SharePoint
Industry Keywords
Customer SupportService KPIsEscalated Customer ConcernsStaffing CoordinationDynamic Environment
About the role
Key responsibilities & impact- Supervise, mentor, and coach seasonal and permanent customer support agents
- Conduct one-on-one sessions and performance reviews
- Support hiring, discipline, and morale-building efforts with management
- Monitor and evaluate agent performance through live call, chat, and email observation and reporting tools
- Reconcile and process bi-weekly timecards and ensure schedule adherence
- Troubleshoot operational, technical, and customer issues
- Monitor queues and adjust staffing to maintain service levels
- Coordinate staffing with WFM
- Lead new-hire and ongoing training and provide targeted coaching
- Review and contribute to training materials and the internal knowledge base
- Resolve escalated customer concerns
- Maintain and exceed service KPIs, including first-call issue resolution and customer satisfaction
- 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
What you’ll need- 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
Benefits
Comp & perks- Supportive, open, and inclusive atmosphere
- Equal opportunity employment
- Disability assistance and accommodation during the hiring process