Overview
About the Role
We are seeking a highly motivated and skilled Tax Team Lead to oversee our team of Tax Preparers at doola.
As a Team Lead, you will be responsible for ensuring that client inquiries are addressed promptly and effectively, maintaining a high level of client satisfaction, and guiding your team to deliver exceptional service.
This role requires strong leadership, a deep understanding of client management, the tax filing process, and the ability to thrive in a fast-paced, dynamic environment.
Key responsibilities
– Assist Tax Preparers in resolving client inquiries and escalating technical issues to the appropriate teams.
– Assist the team in preparing business tax returns (5472, 1065, 1120)Provide coaching and feedback to team members to foster professional growth and improve performance.
– Ensure that the team adheres to all service level agreements (SLAs) and client expectations.
– Oversee the daily management of client-facing tax-related inquiries, ensuring that all tickets are cleared (Inbox Zero) by the end of each day.
– Identify and flag recurring client pain points or systemic issues to the Team Manager for further investigation and resolution.
– Track and report on team performance, including SLA adherence, client satisfaction scores, and daily ticket volume.
– Act as an escalation point for any sensitive or difficult client interactions that require additional attention.
Skills and qualifications
– Experience in managing or leading a tax team, preferably in preparing business returns (5472, 1065, 1120).
– 5+ years of experience working on tax filing preparation for businesses.
– 3+ years of experience working as a Team Lead or Manager.
– Ability to manage multiple tasks and priorities efficiently, ensuring that client inquiries are responded to within SLAs.
– Proficiency with ticketing systems such as HubSpot.
– Strong reporting skills, including experience with tracking team performance and client metrics.
– Ability to work in a U. timezone overlap (at least 46 hours/day).
– Ability to manage difficult client interactions with professionalism and empathy.
– Strong written and verbal communication skills, with the ability to communicate complex information clearly and empathetically.
Bonus qualifications
– Advanced CRM/Helpdesk Tools Knowledge: Expertise in HubSpot or other ticketing systems for case management and reporting.
– Process Improvement: Familiarity with continuous improvement methodologies.
– Experience with Client Retention Strategies: Proven track record of improving client satisfaction and reducing churn within a service environment.
Why join us
– Opportunity to work with a dynamic and innovative company at the forefront of the industry.
– Collaborative and supportive team environment with opportunities for growth and development.
– Competitive compensation package with insane opportunity for growth.
Note –
– Complete Remote work.
– Its a Full time role with them.
– Working Hours US Time zone overlapping 4-6 hours a day.