Team Lead - Tax

About the Role :

We are seeking a highly motivated and skilled Tax Team Lead to oversee our team of Tax Preparers at doola.

As a Team Lead, you will be responsible for ensuring that client inquiries are addressed promptly and effectively, maintaining a high level of client satisfaction, and guiding your team to deliver exceptional service.

This role requires strong leadership, a deep understanding of client management, the tax filing process, and the ability to thrive in a fast-paced, dynamic environment.

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.

- Act as an escalation point for any sensitive or difficult client interactions that require additional attention.

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 4-6 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.

Why join us:

- Opportunity to work with a dynamic and innovative company at the forefront of the industry.

- Collaborative and supportive team environment with opportunities for growth and development.

- Competitive compensation package with insane opportunity for growth