- 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 rapid-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 great 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 has been sourced from a public domain and may have been modified by Naukri.com to improve clarity for our users. We encourage job seekers to verify all details directly with the employer via their official channels before applying.
📌 MANAGER - US TAX CHAT PROCESS (Hyderabad)
🏢 Pacific Group
📍 Hyderabad
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