Customer Support Manager

About the Organization 

SurePrep's software solutions 1040SCAN, SPbinder and TaxCaddy plus onshore and offshore tax preparation outsource services allow accounting firms to increase productivity and profitability while promoting a completely digital tax workflow. SurePrep provides the most automated solutions available to streamline the entire 1040 process for both the CPA and taxpayer. 

SurePrep is comprised of a dynamic, inclusive, and outstanding team. We seek out the brightest candidates capable of tackling the ever-evolving tech industry while maintaining a reputation over 20 years. We’re looking for hard-working, passionate people to help us reshape the tax and accounting industry. We encourage fresh ideas that will drive us toward our goals. 

Position Summary

This is a key role with the primary responsibility for implementing workflow procedures based on direction from the Director of Customer Support. The duties include supervising employees during day-to-day tasks, providing customer support in escalated situations and managing the overall workflow of a workplace.

Roles & Responsibilities 

• Observing and monitoring practice to assure the quality of support provided
• Coaching and developing team members through practical day to day support ‘hands-on’ including through induction and probation.
• Assist the Director of Customer Support in the management and development of the team.
• Assist the Director of Customer Support in the hiring, training, supervision, and appraisal of the Support team members. 
• Undertake any training and development initiatives identified by the Support Manager.
• Contribute to effectiveness of the team.

Required Qualifications

• Must have bachelor’s degree or higher
• Minimum 3 years of management experience using Zendesk
• Leadership and organizational abilities
• Strong interpersonal and communication skills
• Ability to establish and maintain effective working relationships across the company
• Ability to manage the team with effective delivery of task assigned. 
• Must possess the skill, knowledge, and ability essential to the successful performance of assigned duties
• Ability to communicate and work seamlessly across team
• Strong project management skills, proven ability to design and communicate clear processes, and a detail-oriented yet flexible approach to problem solving.

EEO Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.