Customer Support Supervisor

hace 2 semanas

Madrid, España TaxScouts A tiempo completo

Madrid, Comunidad de Madrid, Spain

**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.

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