Tax Customer Support Supervisor

Customer Support SupervisorAbout the RoleTOPS Products builds tax and compliance software that businesses depend on when deadlines dont move. When customers need help its usually at the worst possible moment and the answer has to be rightWere looking for a Customer Support Supervisor to lead our support team and own the quality of our support experience. Youll start by supervising onshore and offshore temporary staff then help build a team of full-time hires. Youll run our support platform (Intercom and the Fin AI Agent) track performance spot issue trends early and close Help content gaps before they become ticket volumeWhat Youll DoTeam LeadershipSupervise onshore and offshore temporary staff including coverage escalations and QA reviewsGet temporary staff productive quickly ahead of peak filing periods with training macros and playbooksEnforce data-handling and access controls for customer and taxpayer hire and onboard two full-time support roles as the team & AI AgentOwn Intercom configuration including workflows routing tagging and escalation rules. Tune Help docs to raise AI chat resolution rate without sacrificing answer accuracy. Own theHelp center and close content gaps surfaced by repeat questions and unresolved & InsightsTrack response time resolution time first-contact resolution CSAT and SLA emerging issues early and turn them into actionable tickets for the software a monthly briefing to product and leadership on whats breaking confusing and driving Success Looks Like (First Year)Peak filing season is handled with stable response times and resolves more conversations and its answers stay content gaps are closed and repeat questions are trending full-time hires are in place and ramped You Bring4 years in B2B software support or support operations including 12 years leading agentsExperience managing distributed or offshore teams contractors or a staffing -on Intercom or Zendesk admin experience including AI agent or chatbot configurationA track record of building support reporting and presenting it to leadershipStrong writing and the ability to explain complex things clearly to stressed accounting fintech or other compliance-driven industry experience is a plus.