JDA TSG
Customer Support Manager Tax REMOTE (Seasonal)
JDA TSG, Raleigh, North Carolina, United States, 27601
Overview
Customer Support Manager Tax REMOTE (Seasonal)
at
JDA TSG . This is a remote seasonal role in the United States, starting at
$38/hour
with 401K with match and incentives/bonuses. The assignment runs from early November 2025 through April 30, 2026, averaging 40+ hours per week.
Remote U.S. - Seasonal | Team Manager | Contact Center Operations. Starting at
$38/hour
plus incentives and bonus, with
401K
with match.
Responsibilities
Provide strong and effective leadership via video, phone, and chat, and inspire and motivate your team to achieve program goals.
Monitor and evaluate team performance, providing 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, proper use of tools and resources, 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 customer escalations, ensuring resolution in a friendly and prompt manner.
Escalate customer callbacks as needed.
Document and keep accurate records of team-related activities.
Ensure onboarding and training milestones are met.
What You Bring To The Role
A passion for customer support and improving the customer experience.
2+ years in a remote, supervisory role, leading teams of 15+ customer support professionals.
Strong technical skills and ability to navigate computer systems and 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 for administrative responsibilities. (No Satellite or Wi-Fi providers.)
What We Provide
Seasonal/flexible morning through evening hours. We staff mornings, midday, and evenings, 7 days per week, from home.
W2 position starting at
$38 per hour
plus 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 our management team.
Equipment including laptop for the duration of employment; you must also 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. We have been successful by applying a dynamic and forward-facing approach to business process improvement, outsourced managed services, best leveraging of 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, family or medical care leave, 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.
Details
Seniority level: Mid-Senior level
Employment type: Seasonal
Job function: Other
Industries: Outsourcing and Offshoring Consulting
#J-18808-Ljbffr
at
JDA TSG . This is a remote seasonal role in the United States, starting at
$38/hour
with 401K with match and incentives/bonuses. The assignment runs from early November 2025 through April 30, 2026, averaging 40+ hours per week.
Remote U.S. - Seasonal | Team Manager | Contact Center Operations. Starting at
$38/hour
plus incentives and bonus, with
401K
with match.
Responsibilities
Provide strong and effective leadership via video, phone, and chat, and inspire and motivate your team to achieve program goals.
Monitor and evaluate team performance, providing 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, proper use of tools and resources, 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 customer escalations, ensuring resolution in a friendly and prompt manner.
Escalate customer callbacks as needed.
Document and keep accurate records of team-related activities.
Ensure onboarding and training milestones are met.
What You Bring To The Role
A passion for customer support and improving the customer experience.
2+ years in a remote, supervisory role, leading teams of 15+ customer support professionals.
Strong technical skills and ability to navigate computer systems and 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 for administrative responsibilities. (No Satellite or Wi-Fi providers.)
What We Provide
Seasonal/flexible morning through evening hours. We staff mornings, midday, and evenings, 7 days per week, from home.
W2 position starting at
$38 per hour
plus 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 our management team.
Equipment including laptop for the duration of employment; you must also 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. We have been successful by applying a dynamic and forward-facing approach to business process improvement, outsourced managed services, best leveraging of 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, family or medical care leave, 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.
Details
Seniority level: Mid-Senior level
Employment type: Seasonal
Job function: Other
Industries: Outsourcing and Offshoring Consulting
#J-18808-Ljbffr