Seasonal, Lead Customer Service

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 a team of virtual tax agents, ensuring high-quality client service during the tax season through coaching and operational oversight.

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

Requirements:

• 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
• 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)
• Experience with performance metrics and reporting tools
• Comfort with AI tools, along with the ability to lead and participate in projects as they arise