- 4-8 years of relevant experience in Canadian Tax Support / Tax Customer Support / Tax Operations.
- Strong knowledge of Canadian taxation and tax processes.
- Proven experience in direct client/customer handling.
- Strong experience managing customer and operational escalations.
- Experience managing a team or acting as a team lead.
- Experience in workflow/queue management.
- Strong understanding of operational metrics, SLA/TAT, productivity, and quality.
- Experience preparing MIS, reports, dashboards, or operational metrics.
- Excellent communication and stakeholder-management skills.
- Solid analytical, decision-making, and problem-solving abilities.
- Ability to coach and mentor team members.
- Strong organizational and multitasking skills.
- Candidates should be comfortable working the above schedule, particularly during the Canadian tax busy season.