Tax Team Lead

Job Description

Key responsibilities Assist Tax Preparers in resolving client inquiries and escalating technical issues to the appropriate teams. Assist the team in preparing business tax returns (5472, 1065, 1120) Advanced CRM/Helpdesk Tools Knowledge: Expertise in HubSpot or other ticketing systems for case management and reporting. Provide coaching and feedback to team members to foster professional growth and improve performance. Ensure that the team adheres to all service level agreements (SLAs) and client expectations. Oversee the daily management of client-facing tax-related inquiries, ensuring that all tickets are cleared (Inbox Zero) by the end of each day. Identify and flag recurring client pain points or systemic issues to the Team Manager for further investigation and resolution. Track and report on team performance, including SLA adherence, client satisfaction scores, and daily ticket volume. Run and analyze team productivity and SLA performance reports, flagging any performance gaps. Monitor and track extension filings, coordinating with clients to ensure completeness and on-time submissions. Act as an escalation point for any sensitive or difficult client interactions that require additional attention. Conduct regular QA reviews of prepared returns and client communication to ensure accuracy, professionalism, and compliance. Maintain and update documentation for tax processes and best practices. Track and report on key team metrics, including: SLA compliance, Daily ticket volume, QA scores and Return completion status. Mandatory: Share a quick Loom video (1-2 minutes max) briefly walking us through your experience, and highlighting why you believe your skills and experiences make you a good fit for this role. Skills and qualifications Experience in managing or leading a tax team, preferably in preparing business returns (5472, 1065, 1120). 5+ years of experience working on tax filing preparation for businesses. 3+ years of experience working as a Team Lead or Manager. Ability to manage multiple tasks and priorities efficiently, ensuring that client inquiries are responded to within SLAs. Proficiency with ticketing systems such as HubSpot. Strong reporting skills, including experience with tracking team performance and client metrics. Ability to work in a U.S. timezone overlap (at least 46 hours/day). Ability to manage difficult client interactions with professionalism and empathy. Strong written and verbal communication skills, with the ability to communicate complex information clearly and empathetically.