Product Support Supervisor (Seasonal)

Location: Remote, all states in the United States

Company

hirify.global is a digital tax filing platform offering do-it-yourself tax preparation software and customer support as part of the Taxwell family of products.

What you will do

• Supervise, coach, mentor, and support contractor, seasonal, and permanent customer service agents.
• Monitor live calls, chats, queues, schedules, service levels, and agent adherence; provide immediate feedback and coaching.
• Facilitate new-hire training and review, edit, and help create training materials with the Learning & Development team.
• Perform quality assurance, run operational reports, reconcile timecard and production data, and process bi-weekly timecards.
• Handle customer escalations, research and troubleshoot product or customer issues, and support agents with product navigation and operational questions.
• Identify trending issues, suggest business process improvements, and propose knowledge-base responses based on customer interactions.

Requirements

• Basic tax knowledge.
• At least 2 years of experience with Microsoft Suite, including Teams, SharePoint, and OneNote.
• Excellent written and verbal communication skills, attention to detail, multitasking ability, adaptability, strong problem-solving skills, and excellent time management.
• Resilient, dedicated team-player approach that helps maintain a positive work environment.
• Flexibility to work days, nights, and weekends.

Nice to have

• 2–3 years of remote call center supervisory experience or equivalent experience.
• Experience using tax software.
• Knowledge and work experience with desktop and browser-based applications.
• B2C or B2B experience.

Culture & Benefits

• Full-time remote work available across all U.S. states.
• Supportive, open, and inclusive work environment.
• Commitment to diversity, inclusion, equal opportunity, and mutual respect.
• Accommodation support is available for applicants with disabilities.