Job Details

Overview

Customer Support Manager Tax REMOTE (Seasonal) role at JDA TSG. This is a remote, seasonal position for the tax season (early November 2025 through April 30, 2026).

Responsibilities

• Provide strong and effective leadership via video, phone, and chat to inspire and motivate the team to achieve program goals.
• Monitor and evaluate the team to identify and provide 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 empower the team 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 maintain accurate records of team-related activities.
• Ensure team members meet onboarding and training milestones.

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.

What We Provide

• Seasonal/flexible morning through evening hours. We staff mornings, midday, and evenings, 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 also have access to a personal computer for your use.
• 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 apply a dynamic and forward-facing approach to business process improvement, outsourced managed services, technology, and talent solutions.

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. 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.