Team Lead - Tax

responsibilities :

• Assist Tax Preparers in resolving client inquiries and escalating technical issues to the appropriate teams.
• Assist the team in preparing business tax returns (5472, 1065, 1120)
• Provide coaching and feedback to team members to foster professional growth and improve performance.
• Ensure that the team adheres to all service level agreements (SLAs) and client expectations.
• Oversee the daily management of client-facing tax-related inquiries, ensuring that all tickets are cleared (Inbox Zero) by the end of each day.
• Identify and flag recurring client pain points or systemic issues to the Team Manager for further investigation and resolution.
• Track and report on team performance, including SLA adherence, client satisfaction scores, and daily ticket volume.
• Act as an escalation point for any sensitive or difficult client interactions that require additional and Experience in managing or leading a tax team, preferably in preparing business returns (5472, 1065, 1120).
• 5+ years of experience working on tax filing preparation for businesses.
• 3+ years of experience working as a Team Lead or Manager.
• Ability to manage multiple tasks and priorities efficiently, ensuring that client inquiries are responded to within SLAs.
• Proficiency with ticketing systems such as HubSpot.
• Strong reporting skills, including experience with tracking team performance and client metrics.
• Ability to work in a U.S. timezone overlap (at least 46 hours / day).
• Ability to manage difficult client interactions with professionalism and empathy.
• Strong written and verbal communication skills, with the ability to communicate complex information clearly and empathetically

(ref : iimjobs.com)