Seasonal Team Lead

TaxAct

Seasonal Team Lead guiding call center support for Drake tax software users. Coaching CSRs, escalating complex issues, training staff, and monitoring service quality.

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 effectively training and coaching Customer Support Representatives. Proficient in analyzing data to improve service quality and resolve complex customer issues.

Highest-signal resume keywords

Supervisory ExperienceCall Center ExperienceCustomer Service SkillsCoaching AbilityData Analysis

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Incident Report AnalysisSoftware TrainingTime ManagementReport WritingBusiness Correspondence

Soft Skills

Effective CommunicationProblem SolvingTeam BuildingFlexibilityConfidentiality

Tools & Technologies

Drake SuiteSpreadsheet SoftwareWord ProcessorEmail

Industry Keywords

Customer SatisfactionService Quality MonitoringHelp Line Incident ReductionPerformance DialogueSafety and Security Procedures

About the role

Key responsibilities & impact

Lead a unit of call center Customer Support Representatives with a focus on customer satisfaction and retention
Provide first-level support to CSRs on complex client questions and issues
Analyze incident reports and recommend ways to reduce help line incident rates
Identify, escalate, and follow up on complex customer issues
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 when necessary
Distribute and gather data from available resources
Identify potential team or call center issues and report them to the Call Center Manager
Coach employees, assist agents with client issue resolution, and foster a positive work environment

Requirements

What you’ll need

Demonstrated supervisory and customer service experience required
Call center experience required
Computer literacy, including email, word processor, spreadsheet software, and the Drake suite
Flexibility with hours during peak season
Ability to prioritize tasks and complete all tasks using effective time management
Ability to read, analyze, and interpret business periodicals, professional journals, technical procedures, or governmental regulations
Ability to write reports, business correspondence, and procedure manuals
Ability to maintain confidentiality concerning employee or restricted information
Excellent attendance
Ability to coach employees and maintain two-way performance dialogue
Ability to communicate orally and in writing clearly and effectively
Ability to monitor and promote quality
Ability to observe safety and security procedures

Benefits

Comp & perks

Supportive, open, and inclusive atmosphere
Equal opportunity employment
Disability assistance or accommodation available during the hiring process