Manager US Tax Chat Process
Requirements
- 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 environment.
- CPA, EA, CA or ACCA qualification preferred.
- Immediate availability preferred.
Responsibilities
- 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: Strong 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.
Job Details
- Job Category: Finance Accounting
- Job Type: Full Time
- Job Location: Hyderabad
- Job Shift: Night Shift

Disclaimer: This jo

📌 MANAGER - US TAX CHAT PROCESS (Hyderabad)
🏢 Pacific Group
📍 Hyderabad