Provide strong and effective leadership through video, phone, and chat, motivating team members to meet program goals and performance expectations.
Monitor and support the Tax Support Slack channel, delivering accurate tax guidance, resources, and timely responses to support requests.
Address operational and customer issues, including leadership channel inquiries and customer escalations, ensuring professional and timely resolution.
Conduct call monitoring to evaluate interactions, identify improvement opportunities, and support team development.
Execute customer callbacks as needed to resolve issues and maintain a positive customer experience.
Maintain detailed documentation of customer interactions to support coaching, quality monitoring, and escalation management.
