Note: The job is a remote job and is open to candidates in USA. H&R Block is a leading company in the tax industry, dedicated to providing help and inspiring confidence in clients and communities. The Seasonal Lead, Expert Help Chat role involves leading a team of virtual tax agents, ensuring high-quality client service, and driving operational performance through coaching and data-driven decision-making.
Responsibilities
- Lead and develop a team of seasonal Tier 1 and Tier 2 agents, including daily oversight, engagement, and accountability
- Provide coaching through 1:1s, real-time feedback, and team huddles to improve performance and drive results
- Monitor and manage performance metrics (AHT, Quality, SAT/CSAT, adherence) and implement targeted improvement plans
- Interview, hire, onboard, and train seasonal agents
- Oversee daily operations including attendance, scheduling, and queue support to ensure service levels are met
- Troubleshoot technical, process, and system-related issues impacting agents or workflow
- Provide escalation support and limited direct client chat support as needed
- Maintain documentation of coaching, performance trends, and operational insights to inform decision-making
Skills
- Prior experience in a client-facing or operations role
- Demonstrated ability to coach, support, or mentor others
- Strong communication and interpersonal skills
- Ability to work in a fast-paced, metrics-driven environment
- Prior leadership or supervisory experience
- Coaching and development
- Performance management
- Communication and collaboration
- Problem-solving and decision-making
- Adaptability in a seasonal, high-volume environment
- Tax knowledge and/or certification (Level 4+ or equivalent preferred)
- Experience in virtual/chat-based client support
- Experience with performance metrics and reporting tools
- Comfort with AI tools, along with the ability to lead and participate in projects as they arise
Benefits
- Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage
- Can participate in the H&R Block Retirement Savings Plan (401(k) Plan)
- The Employee Assistance Program
- (virtual) fitness center programs
- The associate discount program
- Are automatically enrolled in Business Travel Accident Insurance
- Receive Associate Tax Prep benefit
- Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan
Company Overview