Location: Aldgate East, London, United Kingdom | Full-time
Every year, more than 12 million people in the UK struggle through tax preparation. HMRC complicates even the simplest tasks. Good traditional accounting practices are time-consuming to find and often opaquely-costed.
TaxScouts exists to fix this.
Founded by early employees of Europe’s leading startups (TransferWise, Skype, MarketInvoice), TaxScouts makes tax preparation effortless. We’re now part of European tax giant, Taxfix - and we’re on the hunt for like-minded people to join us.

WHO WE’RE LOOKING FOR

Are you a seasoned customer support professional who thrives in a fast-paced startup environment? Do you excel at mentoring teams, streamlining clunky processes, and making complex topics easy for customers to navigate? If so, we’d love to hear from you.
We’re looking for a Customer Support Supervisor to help our team operate efficiently, provide excellent service, and improve performance. You’ll track KPIs, give feedback that actually makes a difference, and act as a point of contact for customer support agents.

• Lead & Support: supervise and mentor a team of four customer support agents (increasing during our peak season), fostering a high-performance culture that thrives on collaboration.
• Track Performance: monitor key KPIs (response times, resolution rates, CSAT, etc.) and drive improvements where it counts.
• Customer Assistance: tackle escalated queries head-on, resolving complex tax and product issues with efficiency and clarity.
• Process Improvement: spot opportunities to streamline workflows and make customer interactions as smooth as possible.
• Engagement & Insights: gather and analyse customer feedback to enhance the experience, liaising with product and engineering teams.
• Quality Assurance: ensure all customer interactions meet company standards and compliance guidelines.
• Accountant Liaison: work closely with our accountants to gather feedback, ensure partnership compliance and resolve service-related queries.