WHO ARE WE LOOKING FOR?

We’re looking for an experienced leader with:
8+ years of experience in US Tax operations both US Individual and Business Tax.
At least 3 years in a supervisory or leadership role
Experience managing large customer-support or tax teams
Experience handling customer queries through chat or written channels
Strong written communication and client-management skills
Ability to work in a fast-paced, high-volume workplace
CPA, EA, CA or ACCA qualification preferred
Immediate availability preferred

WHAT WILL YOU DO?
Lead and manage a team of US Tax Chat professionals
Oversee real-time customer interactions through chat channels
Ensure accurate, compliant and customer-friendly responses
Monitor chat quality, response time, productivity and service levels
Manage escalated customer queries and complex tax matters
Ensure adherence to defined chat scripts, processes and tax guidelines
Partner with Quality, Training and Operations teams to improve performance
Analyze chat trends and address recurring customer concerns
Drive customer satisfaction, process improvement and timely resolution
Support coaching,



performance management and capability building

WHAT MAKES YOU A EXCELLENT FIT?

US TAX EXPERTISE
Robust understanding of US Individual and Business Tax, IRS regulations and state taxation

CHAT OPERATIONS
Experience managing real-time written customer support, chat queues and escalations

SERVICE-LEVEL MANAGEMENT
Ability to monitor response time, resolution rate, productivity, quality and customer satisfaction

WRITTEN COMMUNICATION
Ability to ensure clear, accurate and professional customer responses

PEOPLE LEADERSHIP
Proven ability to coach and manage high-performing teams

CUSTOMER FOCUS
Ability to resolve complex tax queries while delivering an excellent customer experience

WHY JOIN PACIFIC GROUP?

LEAD THE FUTURE OF US TAX SUPPORT WITH US
Lead a specialised US Tax Chat operation
Work on complex customer and tax-related queries
Drive service quality and customer experience
Build and develop a high-performing team
Collaborate with Tax, Quality and Training specialists
Grow in a global accounting and business-solutions environment

📌 Manager – Us Tax Chat Process Hyderabad
🏢 PACIFIC GLOBAL SOLUTIONS
📍 Hyderabad