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hace 3 semanas
**About the Role**
We’re looking for a **Customer Support Supervisor** to lead and enhance our customer support team, ensuring we deliver an exceptional experience for all our users. In this role, you’ll oversee the day-to-day operations of our support team, ensure alignment with key performance metrics, and continuously improve the quality of our support processes to match TaxScouts’ mission of simplifying taxes for everyone.
This position is perfect for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about fostering both customer and team success.
**Who is TaxScouts? What's our Mission?**
Let’s face it—doing taxes can be a nightmare. It’s a process that often feels overwhelming, as our customers have described it. We’re here to change that.
Our mission is simple: to remove the stress, inconvenience, and cost from tax preparation for millions of taxpayers. We achieve this by blending innovative technology with a trusted network of experienced accountants.
Since our founding in 2017, we’ve built a product that people genuinely adore (our Trustpilot rating is an impressive 4.9). Today, we’re a diverse team of over 40 professionals spread across the UK, Spain, and Estonia. We thrive on fresh perspectives, value feedback, practice empathy, and never lose sight of what truly matters—empowering our users.
**What You’ll Be Doing**
As our Customer Support Supervisor, you’ll play a pivotal role in elevating the customer support function. Here’s how:
- ** Team Leadership**: Assign tasks, monitor performance, and ensure effective daily operations, including optimal service coverage.
- ** Support & Escalations**: Act as the primary point of contact for the team, addressing complex queries and escalations efficiently. Collaborate with leadership to resolve critical issues.
- ** Performance Management**: Conduct regular reviews of team performance metrics to ensure alignment with KPIs. Hold 1:1 meetings with team members to provide feedback, set goals, and guide professional growth.
- ** Process Development**: Refine workflows, develop support scripts, and implement tools to improve team efficiency and maintain consistency.
- ** Collaboration Across Teams**: Partner with product and marketing teams to address customer feedback and enhance overall service quality.
- ** Training & Development**: Ensure all team members are well-trained on new tools, processes, and guidelines to maintain a high standard of service.
- ** Reporting & Insights**: Track, analyze, and report on key performance indicators to identify trends and provide actionable insights for stakeholders.
**Why This Role is Exciting**
- You’ll oversee a critical function in a growing startup, with the freedom to innovate and drive impactful changes.
- You’ll have the opportunity to shape customer experiences and build a customer-centric culture.
- You’ll work with a diverse and passionate team, united by the goal of simplifying taxes for millions of users.
**What We’re Looking For**
We’re excited to meet someone who:
- Communicates clearly and inspires their team to excel.
- Is fluent in Spanish and proficient in English.
- Has prior experience managing customer service teams, with a proven ability to meet and exceed KPIs.
- Experience with support tools (e.g., Zendesk, Intercom etc) and understanding of CRM systems.
- Thrives in dynamic environments and can effectively manage multiple priorities.
- Demonstrates strong problem-solving skills and a proactive, organized approach.
- ** Is based in Madrid** and ready to collaborate both remotely and in person.
**What We Offer**
We want to create an environment where you’ll thrive. Here’s what we bring to the table:
- ** Competitive salary**
- ** Generous holidays**: 30 days a year to recharge and explore.
- ** Team bonding**: Annual company offsite and regular team-building activities.
- ** Prime location**: A centrally located Madrid office with a hybrid setup (two days a week in the office).
And most importantly, you’ll:
- Work with a supportive, talented team committed to making a difference.
- Gain deep insights into how startups operate.
- Be part of a community-driven mission to revolutionize taxes.
**Unfortunately, we are not able to offer employer-sponsored work visas at this time.
