Tax Team Lead

Role - Tax Team Lead

Budget - 25-30LPA

Location - Remote

Must have:

• 3+ years of Team Management.

• Expertise in HubSpot or other ticketing systems for case management and reporting.

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)
• 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.

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.

Bonus qualifications

• Advanced CRM/Helpdesk Tools Knowledge:

  Expertise in HubSpot or other ticketing systems for case management and reporting.

• Process Improvement:

  Familiarity with continuous improvement methodologies.

• Experience with Client Retention Strategies:

  Proven track record of improving client satisfaction and reducing churn within a service environment.