MANAGER - US TAX CHAT PROCESS

Manager US Tax Chat Process

Requirements

• 8+ years of experience in US tax operations, both US individual and business tax.
• At least 3 years in a supervisory or leadership role.
• Experience managing large customer-support or tax teams.
• Experience handling customer queries through chat or written channels.
• Strong written communication and client-management skills.
• Ability to work in a fast-paced, high-volume environment.
• CPA, EA, CA or ACCA qualification preferred.
• Immediate availability preferred.

Responsibilities

• Lead and manage a team of US Tax Chat professionals.
• Oversee real-time customer interactions through chat channels.
• Ensure accurate, compliant and customer-friendly responses.
• Monitor chat quality, response time, productivity and service levels.
• Manage escalated customer queries and complex tax matters.
• Ensure adherence to defined chat scripts, processes and tax guidelines.
• Partner with Quality, Training and Operations teams to improve performance.
• Analyze chat trends and address recurring customer concerns.
• Drive customer satisfaction, process improvement and timely resolution.
• Support coaching, performance management and capability building.

What makes you a great fit

• US tax expertise: Strong understanding of US individual and business tax, IRS regulations and state taxation.
• Chat operations: Experience managing real-time written customer support, chat queues and escalations.
• Service-level management: Ability to monitor response time, resolution rate, productivity, quality and customer satisfaction.
• Written communication: Ability to ensure clear, accurate and professional customer responses.
• People leadership: Proven ability to coach and manage high-performing teams.
• Customer focus: Ability to resolve complex tax queries while delivering an excellent customer experience.

Job Details

• Job Category: Finance Accounting
• Job Type: Full Time
• Job Location: Hyderabad
• Job Shift: Night Shift