Customer Service Supervisor (Tax Software)

Location: Remote within all U.S. states

Company

hirify.global develops tax preparation products, including TaxAct, a digital tax filing platform for individual and B2B customers.

What you will do

• Supervise, mentor, coach, and evaluate seasonal and permanent customer support agents.
• Monitor calls, chats, emails, queues, schedules, timecards, and service-level performance.
• Lead onboarding and ongoing training, identify skill gaps, and contribute to training materials and the internal knowledge base.
• Handle escalated customer concerns and support accurate, efficient service across channels.
• Track KPIs, report performance insights, and collaborate with product and technical teams on support improvements.
• Coordinate staffing with workforce management and adjust coverage to maintain service levels.

Requirements

• 2–3 years of supervisory experience in a call center or fast-paced environment.
• Strong B2B customer service and technical support experience.
• Experience with TaxAct or similar tax software is preferred.
• Proven ability to coach, lead, and motivate teams.
• Strong verbal and written communication, prioritization, and workload management skills.
• Proficiency with Microsoft Office Suite, including Teams and SharePoint, and flexibility to work evenings and weekends as needed.

Nice to have

• Experience with TaxAct or similar tax software.
• Spanish bilingual ability.

Culture & Benefits

• Supportive, open, and inclusive work environment.
• Commitment to diversity, inclusion, and equal employment opportunity.
• Opportunity to contribute to customer-focused tax and technology products.