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Product Support Supervisor

February 24, 2026

Taxwell helps everyday Americans get every tax advantage they deserve by finding credits and deductions they never even knew existed. Our tax preparation software offers easy guidance and ensures your maximum tax refund. We strive to build a team of like-minded experts in both tax and technology who align with our brand purpose, are advocates for our customers and have a fresh, non-traditional approach to the tax industry.<div>TaxAct is a leading digital tax filing platform which offers customers do-it-yourself digital and downloadable products that are easy-to-use, best-in-class technology, and provide unparalleled customer support. We are a trusted solution for all users including those with complex tax returns. We strive to attract and retain candidates who exemplify our values: performance, perseverance, progress and partnership. TaxAct is a member of the Taxwell family of products. We are an organization of forward thinkers looking to add industry experts to our growing team. </div><div>This role will primarily support TaxAct as the organization helps everyday Americans file their taxes. We seek to build a team of experts in tax and technology who are customer advocates and have the mindset to reimagine the services our customers receive. </div>POSITION SUMMARY:The seasonal Product Support Supervisor will be responsible for assisting management with leading the daily operations in a fast-paced environment. You will be responsible for training and mentoring our staff who provide customer service to our TaxAct individual tax filers. You will be responsible for managing individuals and completing projects and tasks. This position requires you to be self-motivated and be able to manage time well to meet metrics and deadlines. ESSENTIAL DUTIES & RESPONSIBILITIES:<div><div>Major responsibilities of the Supervisor position are listed below. To perform the job successfully, the individual must be able to execute each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. </div><div><ul><li>Supervise, coach, and assist seasonal and permanent agents. </li></ul></div><div><ul><li>Mentor and coach agents provide weekly one-on-one progress tracking and mentoring/coaching sessions with agents assigned to you and assist with day-to-day questions. Provide progress tracking updates to your assigned agents both during training and season so they are aware if they are achieving their individual goals. </li></ul></div><div><ul><li>Monitor live phone calls and chats daily and provide immediate feedback and coaching as necessary to ensure agents are providing accurate information and professional support to all customers. </li></ul></div><div><ul><li>Monitor agent schedules for adherence. </li></ul></div><div><ul><li>Reconcile timecard data to production data for each pay period. Investigate differences to ensure agents are paid accurately for their time assisting customers. Process the timecards bi-weekly. </li></ul></div><div><ul><li>Perform ongoing monitoring for quality assurance and suggest adjustments to queues/staffing to ensure service levels are met. </li></ul></div><div><ul><li>Consistently run reports in systems and monitor live queues to ensure calls and chats are being handled appropriately and not exhibiting call or chat avoidance or other unacceptable behaviors. </li></ul></div></div><div><div><ul><li>Work with management to ensure proper messaging around performance expectations is conveyed. </li></ul></div><div><ul><li>Make suggestions to management on business process improvements based on call/chat monitoring results. Communicate trending issues to management. </li></ul></div><div><ul><li>Facilitate all new hire training to all agents ensuring they are set up for success. </li></ul></div><div><ul><li>Review, edit, help create by screen sharing and make suggestions on all training materials in partnership with the Learning & Development team. </li></ul></div><div><ul><li>Assist agents when needing technical and operational support, including product questions and product navigation. </li></ul></div><div><ul><li>Perform quality assurance (QA) of agent interactions. </li></ul></div><div><ul><li>Based on customer interactions, propose needed responses for the knowledge base. </li></ul></div><div><ul><li>Provide friendly support to all external customers in compliance with established processes and metrics. </li></ul></div><div><ul><li>Handle all customer escalations and/or concerns that are sent to our team by agents requesting a customer escalation or the senior leadership team receiving from a customer. </li></ul></div><div><ul><li>Research and troubleshoot customer issues. </li></ul></div><div><ul><li>Responsible for support operations and processes for agents. </li></ul></div><div><ul><li>Inspire team and peers with positivity and leadership. </li></ul></div><div><ul><li>Receive feedback and coaching from management and quickly adapt or apply the feedback </li></ul></div><div><ul><li>Additional job duties as needed. </li></ul>EDUCATION & EXPERIENCE:<div><div><ul><li>Knowledge and work experience with desktop and browser-based applications a plus. </li></ul></div><div><ul><li>2 – 3 years of remote call center supervisory experience or equivalent experience preferred. </li></ul></div><div><ul><li>Experience using tax software preferred. </li></ul></div><div><ul><li>Basic tax knowledge required. </li></ul></div></div><div><div><ul><li>At least 2 years of Microsoft Suite experience including Teams, SharePoint, and OneNote. </li></ul></div><div><ul><li>B2C or B2B experience a plus. </li></ul></div><div><ul><li>Excellent written and verbal communication skills. </li></ul></div><div><ul><li>Attention to detail. </li></ul></div><div><ul><li>Ability to multitask. </li></ul></div><div><ul><li>Ability to adapt quickly and in a positive manner to change </li></ul></div><div><ul><li>Strong problem-solving skills. </li></ul></div><div><ul><li>Excellent time management skills. </li></ul></div><div><ul><li>Resilient, dedicated team player who helps maintain a positive work environment. </li></ul></div><div><ul><li>Flexibility with scheduling – days, nights, and weekends </li></ul></div></div></div></div>At Taxwell, we believe our work benefits from the diverse perspectives of our employees. As such, Taxwell welcomes and celebrates diversity and inclusion and is committed to equal opportunity employment. At Taxwell, you can expect a supportive, open, and inclusive atmosphere and a team that values your contributions.Taxwell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, veteran status, and any other status protected under applicable law. Taxwell considers information gathered in the hiring process, including information on this application, confidential, and only shares it on a need-to-know basis or as required by law. If you need assistance or accommodation due to a disability, you may contact us at <a href="mailto:HR@Taxwell.com" target="_blank" rel="noopener noreferrer">HR@Taxwell.com</a> or by calling 828-349-5703 extension 6049 to speak with a member of the HR Talent Acquisition team.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...