Description

INTRO TO TAXRISE:

At TaxRise, our mission is simple yet impactful: to revolutionize the way taxpayers navigate their tax challenges. We believe in the power of lifting others up, and that's the driving force behind everything we do.

When you join us, you're not just becoming part of a company; you're joining a movement. We're a team that thrives on celebrating successes and making a genuine impact on people's lives. We're proud to be the fastest-growing company in our industry, and we're on the lookout for exceptional individuals to help us continue our journey of transformation.

If you're ready to bring your unique talents and innovative spirit to a company where your work truly matters, TaxRise is the place to be. Join us and be part of a team that’s reshaping the future of tax resolution. 

ABOUT THE ROLE:

The Quality Assurance Supervisor is responsible for overseeing a team of specialists that conduct closing calls by explaining the terms of the clients’ tax resolution program, as well as respond to refund and cancellation requests. The primary objective of this department is to properly close and educate clients, retain clients, prevent cancellations, identify internal quality issues, and provide feedback to management. This role will manage monthly metrics, ensure standard operating procedures are followed, and closely monitor performance maintaining productivity and customer satisfaction standards while efficiently closing tickets. This role is for a proven leader with experience providing exceptional customer service, developing others, and possess the ability to deescalate clients.

WHAT YOU’LL DO:

• Manage the ticketing system to ensure refund and cancellation requests are being responded to withing forty-eight (48) hours, specialists are properly entering notes in the CRM and ticketing system and following standard operating procedures while providing excellent customer service.
• Monitor team pipeline using dashboards and reports to ensure cases are being closed in a timely manner.
• Respond to assigned tickets and handle escalated calls from upset clients ensuring satisfactory outcome for the clients and the company. 
• Analyze data and metrics to identify trends, patterns, and root causes of cancellations, and assist in developing strategies to address them. 
• Conduct regular audits and reviews to evaluate the performance of the team and identify areas for improvement. 
• Become an expert in our CRM and ticketing systems to effectively audit cases and understand the client experience as cases progressed through various stages of the journey, read notes, activity logs, and reach a conclusion to determine if standard operating procedures followed.
• Assist in implementing systems and procedures to identify underperforming team members to provide coaching, additional training or other appropriate action. 
• Actively identify internal quality issues and provide feedback and suggestions to management for proactive resolution, ensuring continuous improvement and error prevention. 
• Provide regular reports and updates to management on the performance of the Quality Assurance department, including key metrics, trends and initiatives.
• Promote a positive team culture and drive employee engagement towards meeting deadlines and goals.
• Perform other essential job functions as required or assigned.

 WHAT YOU’LL NEED TO HAVE: 

• Proficient experience in various CRM systems such as Salesforce or Hubspot. 
• Previous experience managing tickets through a ticking system such as Freshdesk or Zendesk. 
• Proficient Microsoft Office Suites, Google Gmail, Calendar and internal communication software. 
• Strong foundation in providing exceptional customer service and ability to de-escalate and retain unsatisfied customers.
• Strong analytical skills with the ability to analyze data, identify trends, and make data-driven decisions.
• Excellent written and oral communication skills, including presentation and facilitation skills and the ability to effectively communicate with employees of all levels.
• Detail orientated with a strong focus on quality and accuracy.
• Ability to thrive in a fast-paced, high-energy and dynamic environment while managing multiple priorities simultaneously. 
• Have a high level of interpersonal skills, emotional intelligence, and be trustworthy to a broad range of stakeholders.
• High school diploma or GED.
• Minimum two years’ experience working in a similar Quality Assurance, Quality Control, or Customer Service role
• Minimum one year experience in a supervisory role. 

WHAT WE OFFER:

• Medical, Dental, and Vision Insurance after 60 days 
• Paid Time Off (Vacation, Sick, Holidays) 
• Wellness Days 
• 401(k) retirement plan 
• Professional Development Program 
• Access to on-site gym and gaming lounge 
• Quarterly company outings 
• Catered meals every Friday 

SALARY: $75,000 - $80,000 annual base salary

The above-range represents TaxRise’s current good-faith pay scale for this role. TaxRise reserves the right to modify or update this range at any time.

At TaxRise, we’re proud to be an equal opportunity employer. We realize the key to creating a company with world-class culture and employee experience comes from who we hire and creating a workplace that celebrates everyone. 

We provide equal employment opportunities (EEO) to all without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.

TaxRise is also committed to ensuring equal opportunity in employment for qualified persons with disabilities. If you require any reasonable accommodation throughout the recruiting process, please let your recruiter know.