As a Tax Team Lead, you'll oversee Tax Preparers, manage client inquiries, ensure SLA adherence, and foster team growth through coaching.
About doola
doola is a dynamic company committed to simplifying the complexities of business formation, payment setup, compliance, taxes, and more. We empower entrepreneurs and businesses of all sizes to navigate the intricate landscape of financial and regulatory requirements with ease, allowing them to focus on what truly matters - building and growing their ventures.
About the Role
We are seeking a highly motivated and skilled Tax Team Lead to oversee our team of Tax Preparers at Doola. As a Team Lead, you will be responsible for ensuring that client inquiries are addressed promptly and effectively, maintaining a high level of client satisfaction, and guiding your team to deliver exceptional service. This role requires strong leadership, a deep understanding of client management, the tax filing process, and the ability to thrive in a fast-paced, dynamic environment.
Key responsibilities
- Assist Tax Preparers in resolving client inquiries and escalating technical issues to the appropriate teams.
- Assist the team in preparing business tax returns (5472, 1065, 1120)
- Provide coaching and feedback to team members to foster professional growth and improve performance.
- Ensure that the team adheres to all service level agreements (SLAs) and client expectations.
- Oversee the daily management of client-facing tax-related inquiries, ensuring that all tickets are cleared (Inbox Zero) by the end of each day.
- Identify and flag recurring client pain points or systemic issues to the Team Manager for further investigation and resolution.
- Track and report on team performance, including SLA adherence, client satisfaction scores, and daily ticket volume.
- Run and analyze team productivity and SLA performance reports, flagging any performance gaps.
- Monitor and track extension filings, coordinating with clients to ensure completeness and on-time submissions.
- Act as an escalation point for any sensitive or difficult client interactions that require additional attention.
- Conduct regular QA reviews of prepared returns and client communication to ensure accuracy, professionalism, and compliance.
- Maintain and update documentation for tax processes and best practices.
- Track and report on key team metrics, including: SLA compliance, Daily ticket volume, QA scores and Return completion status.
Skills and qualifications
- Experience in managing or leading a tax team, preferably in preparing business returns (5472, 1065, 1120).
- 5+ years of experience working on tax filing preparation for businesses.
- 3+ years of experience working as a Team Lead or Manager.
- Ability to manage multiple tasks and priorities efficiently, ensuring that client inquiries are responded to within SLAs.
- Proficiency with ticketing systems such as HubSpot.
- Strong reporting skills, including experience with tracking team performance and client metrics.
- Ability to work in a U.S. timezone overlap (at least 4–6 hours/day).
- Ability to manage difficult client interactions with professionalism and empathy.
- Strong written and verbal communication skills, with the ability to communicate complex information clearly and empathetically.
Bonus qualifications
- Advanced CRM/Helpdesk Tools Knowledge: Expertise in HubSpot or other ticketing systems for case management and reporting.
- Process Improvement: Familiarity with continuous improvement methodologies.
- Experience with Client Retention Strategies: Proven track record of improving client satisfaction and reducing churn within a service environment.
Why join us
• Opportunity to work with a dynamic and innovative company at the forefront of the industry.
• Collaborative and supportive team environment with opportunities for growth and development.
• Competitive compensation package with insane opportunity for growth.
Our values and non-values
• Establishing team values is critical. We believe it’s equally essential to identify team non-values. We’re stronger in driving our mission home with both values and non-values taken into account. Note: Our goal in sharing these up front and transparently is to be as straightforward with people as possible. Our goal is not to be combative in our language; it’s to be straightforward.
• Action Item: If you read these values and non-values and get more fired up about working at doola, lets talk: https://www.doola.com/careers/
If you are passionate about helping businesses succeed and thrive, and you possess the skills and experience outlined above, we want to hear from you. Join us at doola and be part of a team dedicated to simplifying the path to business success.
doola is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Top Skills
Hubspot
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