Seasonal Team Lead

TaxAct

Seasonal Team Lead guiding Drake Software call-center support for tax professionals. Coaching CSRs, escalating complex issues, monitoring service quality, and supporting tax software customers.

Posted 8/13/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates strong leadership in managing a call center team, focusing on customer satisfaction and retention while ensuring effective training and development of Customer Support Representatives. Possesses advanced knowledge in relevant software and a commitment to quality management and ethical conduct.

Highest-signal resume keywords

Call Center ExperienceSupervisory ExperienceCustomer Service DedicationClear Oral CommunicationQuality Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Computer LiteracyEmail ProficiencyWord Processor ProficiencySpreadsheet Software ProficiencyDrake Suite ExperienceIncident Report AnalysisPerformance Dialogue MaintenanceReport WritingBusiness CorrespondenceProcedure Manual Writing

Soft Skills

Positive Work EthicTime ManagementActive ListeningInitiativeEthical Conduct

Industry Keywords

Customer SupportService Quality MonitoringTeam DevelopmentConfidentiality MaintenanceSafety and Security Procedures

About the role

Key responsibilities & impact

Lead a unit of call center Customer Support Representatives (CSRs) focused on customer satisfaction and retention
Provide first-level support to CSRs on complex client questions and issues
Analyze and evaluate incident reports and recommend ways to reduce help line incident rates
Identify and timely escalate complex issues
Follow up on customer issue escalations for future issue handling
Train new CSRs on software products and current CSRs on software updates
Develop advanced knowledge in specific subjects to support the division
Monitor service quality and take corrective action where necessary
Distribute and regularly gather data from available resources
Identify potential team or call-center issues and report them to the Call Center Manager
Assist agents in resolving client issues
Create the best possible work environment for the team

Requirements

What you’ll need

Demonstrated supervisory and customer service experience required
Call center experience is a must
Computer literacy required
Experience with email, word processor, spreadsheet software, and the Drake suite
Flexibility with hours during peak season
Ability to prioritize tasks and complete them using effective time management
Positive and professional work ethic
Ability to support company policies and use good judgment
Ability to maintain confidentiality concerning employee or restricted information
Excellent attendance
Dedication to customer service and investment in the team
Ability to coach employees and maintain two-way performance dialogue
Ethical conduct and respect for others
Initiative and willingness to undertake self-development and increased responsibilities
Clear oral communication and active listening
Quality management and attention to accuracy and thoroughness
Observance of safety and security procedures
Willingness to pursue training and development opportunities
Clear written communication
Ability to read, analyze, and interpret business periodicals, professional journals, technical procedures, or governmental regulations
Ability to write reports, business correspondence, and procedure manuals

Benefits

Comp & perks

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