{"id":1258210,"url":"https://alion.io/job/drake-software-customer-service-supervisor","title":"Customer Service Supervisor","company":{"id":1779520,"name":"Drake Software","domain":"drakesoftware.com","url":"https://alion.io/company/drakesoftware","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Field & Service","role_family":"Field & Service","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":41000,"max_usd":79000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":105},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"SharePoint","optional":false}],"status":"live","first_seen_at":"2026-09-24T00:00:00Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-09-26T22:14:10Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Taxwell helps everyday Americans get every tax advantage they deserve by finding credits and deductions they never even knew existed. Our tax preparation software offers easy guidance and ensures your maximum tax refund. We strive to build a team of like-minded experts in both tax and technology who align with our brand purpose, are advocates for our customers and have a fresh, non-traditional approach to the tax industry.\nTaxAct is a leading digital tax filing platform which offers customers do-it-yourself digital and downloadable products that are easy-to-use, best-in-class technology, and provide unparalleled customer support. We are a trusted solution for all users including those with complex tax returns. We strive to attract and retain candidates who exemplify our values: performance, perseverance, progress and partnership. TaxAct is a member of the Taxwell family of products. We are an organization of forward thinkers looking to add industry experts to our growing team.\nThis role will primarily support TaxAct as the organization helps everyday Americans file their taxes. We seek to build a team of experts in tax and technology who are customer advocates and have the mindset to reimagine the services our customers receive.\nPosition Summary\nThe Customer Service Supervisor plays a key leadership role in managing a team of call center agents to ensure an exceptional customer experience. This role includes supervising daily operations, providing training and coaching, ensuring adherence to performance metrics, and handling escalations. The supervisor will work closely with leadership to continuously improve processes, drive agent performance, and maintain high customer satisfaction, particularly for TaxAct B2B tax software customers.\nKey Responsibilities\nLeadership & Supervision\nSupervise, mentor, and coach seasonal and permanent customer support agents.\nConduct one-on-one sessions and performance reviews to monitor agent progress.\nSupport hiring, discipline, and morale-building efforts in coordination with management.\nInspire a positive and productive team environment.\nDaily Operations\nMonitor and evaluate agent performance through live call/chat/email observation and reporting tools.\nReconcile and process timecards bi-weekly; ensure schedule adherence.\nTroubleshoot and assist with operational, technical, and customer issues.\nMonitor queues and adjust staffing as needed to maintain service levels.\nOversee queues for agent engagement and coordinate staffing with WFM.\nTraining & Development\nLead training for new hires and ongoing development for current agents.\nComprehension of classroom and online training with additional team or individual instruction as needed.\nIdentify skill gaps and provide targeted coaching or training.\nReview and contribute to training materials and the internal knowledge base.\nCustomer Service Excellence\nResolve escalated customer concerns with a focus on satisfaction and efficiency.\nMaintain and exceed service KPIs such as first call issue resolution and customer satisfaction.\nProvide accurate, timely responses and support across all channels.\nContinuous Improvement & Reporting\nTrack KPIs and provide actionable performance insights to management.\nCollaborate with product and technical teams to improve support processes.\nRecommend and implement improvements to enhance team effectiveness and customer experience.\nRequirements\n2-3 years of supervisory experience in a call center or fast-paced environment.\nExperience with TaxAct or similar tax software preferred.\nStrong experience in B2B customer service and technical support.\nExcellent verbal and written communication skills.\nProven ability to coach, lead, and motivate teams.\nEffective task prioritization and workload management in a dynamic setting\nProficient with Microsoft Office Suite, including Teams and SharePoint.\nFlexibility to work evenings and weekends as needed.\nBilingual (Spanish) a plus.\nAt Taxwell, we believe our work benefits from the diverse perspectives of our employees. As such, Taxwell welcomes and celebrates diversity and inclusion and is committed to equal opportunity employment. At Taxwell, you can expect a supportive, open, and inclusive atmosphere and a team that values your contributions.\nTaxwell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, veteran status, and any other status protected under applicable law. Taxwell considers information gathered in the hiring process, including information on this application, confidential, and only shares it on a need-to-know basis or as required by law.\nIf you need assistance or accommodation due to a disability, you may contact us at  or by calling 828-349-5887 to speak with a member of the HR Talent Acquisition team.","description_format":"text","description_chars":4969,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Spanish","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Software","Accounting & Tax Software"],"lifecycle":[{"event":"open","at":"2026-09-25T19:37:37Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":2,"expected_fill_days":20,"reasons":["conf:2","win:early","comp:junior"],"computed_at":"2026-09-26T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/drake-software-customer-service-supervisor","json_url":"https://alion.io/job/drake-software-customer-service-supervisor.json","meta":{"generated_at":"2026-09-27T00:07:46Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":62,"day_limit":5000,"remaining_today":4938,"minute_limit":60,"resets_at":"2026-09-28T00:00:00Z"}}}