JDA TSG
Customer Support Manager Tax REMOTE (Seasonal)
JDA TSG, Winston Salem, North Carolina, United States, 27104
Overview
Customer Support Manager Tax REMOTE (Seasonal) – JDA TSG. Remote seasonal role for the tax season, starting early November 2025 through April 30, 2026, averaging 40+ hours per week. Team Manager | Contact Center Operations (Seasonal). Remote U.S. | Full Time | starting at $38/hour + 401K + Match | Incentives/Bonuses. Responsibilities
Provide strong and effective leadership via video, phone, and chat, and inspire and motivate your team to achieve program goals. Monitor and evaluate the team to identify needs for mentoring and coaching. Implement policy updates through training and change control processes. Identify areas for process improvement at the individual and team level. Analyze daily/weekly/monthly team performance data and deliver performance feedback. Assess, adopt, and update strategies to meet SLAs and KPIs, including timecard management, shift adherence, tooling/resources usage, Net Promoter Scores, Quality of Service, case documentation, average handle time, connectivity requirements and troubleshooting. Identify and address issues within leadership channels, customer-facing issues, and escalations, ensuring timely and friendly resolution. Escalate customer callbacks as needed. Document and maintain accurate records of team-related activities. Ensure onboarding and training milestones are met for team members. What You Bring To The Role
2+ years in a remote, supervisory role, leading teams of 15+ customer support professionals. Strong technical skills with the ability to navigate software including Professional tax software, Microsoft 365 (Outlook, Teams, Word, Excel), Slack, Timekeeping solutions, etc. A dedicated workspace with a hard-wired Ethernet connection and personal computer (no satellite or Wi-Fi). What We Provide
Seasonal/flexible hours with morning through evening shifts, 7 days per week, from the comfort of your home office. W2 position starting at $38 per hour + benefits including 401K with match, perks, and other incentives. Work from early November through the end of April 2026, averaging 40+ hours a week. Comprehensive training and support from management to help you excel in this role. Equipment including laptop for the duration of employment; you must have access to a personal computer. Opportunity for employment growth within JDA TSG. About JDA TSG: Since 2011, our mission has remained the same: to partner with clients helping to solve the toughest problems facing their businesses with a dynamic approach to process improvement, outsourced managed services, technologies, and talent solutions. Equal Employment Opportunity
JDA TSG is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We are interested in every qualified candidate who is eligible to work in the United States.
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Customer Support Manager Tax REMOTE (Seasonal) – JDA TSG. Remote seasonal role for the tax season, starting early November 2025 through April 30, 2026, averaging 40+ hours per week. Team Manager | Contact Center Operations (Seasonal). Remote U.S. | Full Time | starting at $38/hour + 401K + Match | Incentives/Bonuses. Responsibilities
Provide strong and effective leadership via video, phone, and chat, and inspire and motivate your team to achieve program goals. Monitor and evaluate the team to identify needs for mentoring and coaching. Implement policy updates through training and change control processes. Identify areas for process improvement at the individual and team level. Analyze daily/weekly/monthly team performance data and deliver performance feedback. Assess, adopt, and update strategies to meet SLAs and KPIs, including timecard management, shift adherence, tooling/resources usage, Net Promoter Scores, Quality of Service, case documentation, average handle time, connectivity requirements and troubleshooting. Identify and address issues within leadership channels, customer-facing issues, and escalations, ensuring timely and friendly resolution. Escalate customer callbacks as needed. Document and maintain accurate records of team-related activities. Ensure onboarding and training milestones are met for team members. What You Bring To The Role
2+ years in a remote, supervisory role, leading teams of 15+ customer support professionals. Strong technical skills with the ability to navigate software including Professional tax software, Microsoft 365 (Outlook, Teams, Word, Excel), Slack, Timekeeping solutions, etc. A dedicated workspace with a hard-wired Ethernet connection and personal computer (no satellite or Wi-Fi). What We Provide
Seasonal/flexible hours with morning through evening shifts, 7 days per week, from the comfort of your home office. W2 position starting at $38 per hour + benefits including 401K with match, perks, and other incentives. Work from early November through the end of April 2026, averaging 40+ hours a week. Comprehensive training and support from management to help you excel in this role. Equipment including laptop for the duration of employment; you must have access to a personal computer. Opportunity for employment growth within JDA TSG. About JDA TSG: Since 2011, our mission has remained the same: to partner with clients helping to solve the toughest problems facing their businesses with a dynamic approach to process improvement, outsourced managed services, technologies, and talent solutions. Equal Employment Opportunity
JDA TSG is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We are interested in every qualified candidate who is eligible to work in the United States.
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