[Remote] Seasonal, Lead Customer Service

Note: The job is a remote job and is open to candidates in USA. H&R Block is a leader in the tax industry, committed to providing help and inspiring confidence in clients and communities. The Seasonal Lead, Expert Help Chat is responsible for leading and developing a team of virtual tax agents to ensure high-quality client service during tax season, driving operational performance through coaching and support.

Responsibilities

• Lead and develop a team of seasonal Tier 1 and Tier 2 agents, including daily oversight, engagement, and accountability
• Provide coaching through 1:1s, real-time feedback, and team huddles to improve performance and drive results
• Monitor and manage performance metrics (AHT, Quality, SAT/CSAT, adherence) and implement targeted improvement plans
• Interview, hire, onboard, and train seasonal agents
• Oversee daily operations including attendance, scheduling, and queue support to ensure service levels are met
• Troubleshoot technical, process, and system-related issues impacting agents or workflow
• Provide escalation support and limited direct client chat support as needed
• Maintain documentation of coaching, performance trends, and operational insights to inform decision-making

Skills

• Prior experience in a client-facing or operations role
• Demonstrated ability to coach, support, or mentor others
• Strong communication and interpersonal skills
• Ability to work in a fast-paced, metrics-driven environment
• Prior leadership or supervisory experience
• Experience in virtual/chat-based client support
• Experience with performance metrics and reporting tools
• Comfort with AI tools, along with the ability to lead and participate in projects as they arise
• Coaching and development
• Performance management
• Communication and collaboration
• Problem-solving and decision-making
• Adaptability in a seasonal, high-volume environment
• Tax knowledge and/or certification (Level 4+ or equivalent preferred)

Benefits

• Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage
• Can participate in the H&R Block Retirement Savings Plan (401(k) Plan)
• The Employee Assistance Program
• (virtual) fitness center programs
• The associate discount program
• Are automatically enrolled in Business Travel Accident Insurance
• Receive Associate Tax Prep benefit
• Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan

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