Head Of Customer Care

The Head of Customer Care in our Firm is responsible for ensuring that the Customer Care & client onboarding departments are interacting effectively, efficiently, and properly representing our company’s core values with our clients, our internal team, and any other 3rd parties. In this role, you’ll manage a diverse team, nurture staff growth and improvement, build, maintain, and improve systems, drive communication excellence, build strong relationships with the other departments inside our company, utilize data insights to enhance service quality and create WOW experiences with anyone that works with your teams. Your innovation and cultural sensitivity will be key in delivering world-class support to our USA-based clientele. We are looking for someone driven to succeed in a multi-cultural, all-digital, successful environment. If you’re ready to make a difference and thrive in a dynamic environment, we want you on our team!

Responsibilities:

• Manage the Customer Care team, and ensure that their work quality efficiency, and effectiveness are held to a high standard
• Maintain & continuously improve service levels to all parties.
• Develop and implement methods to record, assess, and analyze customer feedback.
• Develop and implement training and quality assurance programs for new hires and experienced employees.
• Maintain & continuously monitor performance metrics for customer service representatives. Adding new metrics when required. Strategically lead and develop the Customer Care team to enhance performance by setting clear KPIs, setting expectations of performance, measuring against these on a regular basis, work with staff via training or other performance improvement plans to improve issues.
• Act as a liaison between the company and the Customer Care/onboarding teams.
• Provide leadership and motivation to your team.
• Develop and maintain a culture of service excellence by ensuring that the staff is consistent in delivering the best possible customer service experience at all times (even under duress)
• Take ownership in training your team to resolve and manage end-customer issues and negotiations (you are the final point of contact in any escalation if required)
• Identify staffing requirements and you are involved in the hiring process ensuring suitably skilled individuals are hired
• Provide, research, and implement any Training, Education, Coaching, or Improvement ideas for team members on proper handling of issues or day-to-day work. Continuously refine and evolve the Customer Care strategy to align with industry best practices and emerging trends, ensuring Tax Goddess remains at the forefront of Customer service excellence.
• Manage staff assignments based on business needs/capacity and build capacity through resource planning and cross-training
• Manage processes based on established performance standards, service & quality levels
• Evaluate individual performance and conduct performance discussions to keep everyone on track. Liaise with HR and other Department Heads in cases of issues.
• Maintain excellent relations with all internal staff members, other departments, and Clients.
• Address and resolve team members’ internal concerns and questions.
• Develop and implement crisis management protocols, ensuring the Customer Care team is prepared to handle challenging situations with empathy and professionalism.
• Serve as the advocate for customers within the organization, ensuring their needs and feedback are considered in product/service development and improvement initiatives.
• Understand company and departmental guidelines, policies, and procedures and implement them in everyday work with full integrity.
• Be ready and able to step into a Customer Care agent role when requirements demand.
• As an HOD, we place a strong emphasis on the importance of maintaining thorough documentation practices. If this does not align with your strengths, this role may not be the best fit for you.

Requirements:

• At least 5 years of proven experience in a managerial role of Customer Care
• At least a total of 7 years of combined experience in Customer Service or Customer Support departments
• Excellent verbal and written communication skills especially in video conferencing (we are a 100% digital firm)
• Excellent interpersonal and customer service skills.
• Ability to think creatively and strategically, have the ability to multi-task and work comfortably under pressure
• Excellent organizational skills and high attention to detail.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills. You must be a Leader, not a “Boss”
• Demonstrate a welcoming and professional attitude at all times
• Strong understanding of Customer experience principles, methodologies, and best practices
• Must be fluent in English (British or American is fine)
• Cannot be a USA Citizen (pay USA taxes)
• This is a freelance position / 1099 position

Skills:

• Customer service skills
• Outstanding communication skills
• Process improvement
• Strong decision-making skills
• Excellent leadership and interpersonal skills

Preferred but not required:

• VA experience of at least 6 months related to the position.
• Insightly
• Slack

System requirements :

• Internet Speed: At least 10mbps
• CPU: Core i5 (8th generation minimum) or i7 (8th generation minimum)RAM: Minimum of 16GB
• Storage: Minimum 256GB SSD or 500GB HDD
• Operating System: Genuine Windows (Preferably Pro).
• Audio: A good quality headset preferably equipped with noise cancellation
• Video: A laptop/PC with a webcam or a good-quality webcam

To ensure the security of our firm, we can only consider candidates who have a Windows operating machine. Having Windows Pro would be a significant advantage. If you are a Mac user and wish to apply, please note that you will need to acquire a Windows operating machine once you are accepted to perform the job with us.

Once you’re onboarded, take note of these noteworthy perks that await you:

• Permanent Work from home.
• We offer consistent and reliable work hours, and therefore compensation, sought after by most freelancers and independent contractors. A full-time position with us requires work at a minimum of 40 to 50 hours per week.
• This opportunity provides great USA exposure for finance enthusiasts or those curious about this field.
• Paid training. Training isn’t just necessary to our company, it is vital. We ensure that our staff develops skill sets that allow them to perform a broader range of work. We ensure no one is left behind.
• Equal Staff Opportunity. No company politics.
• Our company embodies a culture of appreciation. We don’t take for granted our teams’ fantastic work.
• Collaborative environment: Our team integrates 13 divisions of expertise. We ensure staff can give help and get help when they need it. This allows the opportunity to interact with people from a wide variety of global cultures.
• Work-life balance. We conduct games, movie nights, fun activities & events to bring the team closer together and ensure a close culture is created & maintained.
• We strive to streamline our systems & processes. We provide incentives based on performance and novel ideas implemented.
• Staff Referral Bonus Program: A $200 incentive for every qualified candidate who stays with us for more than 90 days.
• Access to Taxation Expertise: As part of the perks, the staff will have access to the taxation expertise of the firm, ensuring they receive comprehensive support in tax-related matters.
• As HOD, we place a strong emphasis on the importance of maintaining thorough documentation practices. If this does not align with your strengths, this role may not be the best fit for you.

Working Hours:

• Our USA business hours include MANDATORY overlap (8:00 am to 5:00 pm Arizona time).
• Hours for some departments may be fixed or may vary depending on the tasks/projects involved.
• Billable teams ( Tax preparers, Customer care, and admins ) expect to work at least 50 hours per week during tax season, and weekends could be required.
• We need someone who is available for on-call emergencies (outside of normal working hours. Only when needed).

How to Apply:

Must be willing to follow our hiring process:

• Fill up the jot form, Send your proposal along with your updated resume.
• Answer the Critical thinking through videoask along with a technical assessment
• Technical Interview with the Head of the Department and the hiring team
• Behavioral interview with HR
• Hiring decision and job offer with HR department head
• Satisfactory Background and credit check

If you can confidently demonstrate that you meet the criteria above, please apply by including “super-badass-enthusiastic Head of Customer Care” in your submission. Submissions without this will be ignored. No CHATGPT Responses to all assessments.

Make your mark. Apply today!

Tax Goddess provides equal contractor opportunities to applicants and staff without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status, or any other legally protected basis, in accordance with applicable law.

Job Type: Full-time

Salary: $10.00 - $20.00 per hour

Expected hours: 40 – 50 per week

Benefits:

• Flexible schedule
• Referral program

Experience level:

• 5 years

Shift:

• 10 hour shift
• 8 hour shift

Weekly day range:

• Monday to Friday
• No weekends

Work Location: Remote