[Remote] Seasonal, Lead Customer Service

Note: The job is a remote job and is open to candidates in USA. H&R Block is a leader in the tax industry, committed to providing help and inspiring confidence in clients and communities. The Seasonal Lead, Expert Help Chat is responsible for leading and developing a team of virtual tax agents to ensure high-quality client service during tax season, driving operational performance through coaching and support.ResponsibilitiesLead and develop a team of seasonal Tier 1 and Tier 2 agents, including daily oversight, engagement, and accountabilityProvide coaching through 1:1s, real-time feedback, and team huddles to improve performance and drive resultsMonitor and manage performance metrics (AHT, Quality, SAT/CSAT, adherence) and implement targeted improvement plansInterview, hire, onboard, and train seasonal agentsOversee daily operations including attendance, scheduling, and queue support to ensure service levels are metTroubleshoot technical, process, and system-related issues impacting agents or workflowProvide escalation support and limited direct client chat support as neededMaintain documentation of coaching, performance trends, and operational insights to inform decision-makingSkillsPrior experience in a client-facing or operations roleDemonstrated ability to coach, support, or mentor othersStrong communication and interpersonal skillsAbility to work in a fast-paced, metrics-driven environmentPrior leadership or supervisory experienceExperience in virtual/chat-based client supportExperience with performance metrics and reporting toolsComfort with AI tools, along with the ability to lead and participate in projects as they ariseCoaching and developmentPerformance managementCommunication and collaborationProblem-solving and decision-makingAdaptability in a seasonal, high-volume environmentTax knowledge and/or certification (Level 4+ or equivalent preferred)BenefitsQualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverageCan participate in the H&R Block Retirement Savings Plan (401(k) Plan)The Employee Assistance Program(virtual) fitness center programsThe associate discount programAre automatically enrolled in Business Travel Accident InsuranceReceive Associate Tax Prep benefitSuccessful 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 planCompany OverviewH&R Block is a tax solutions provider that offers tax returns, filings, and advisory services for individuals and businesses. It is a sub-organization of Ameriprise Financial. It was founded in 1955, and is headquartered in Kansas City, Missouri, USA, with a workforce of 10001+ employees. Its website is https://www.hrblock.com.