About the RoleWe 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 responsibilitiesAssist 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.Act as an escalation point for any sensitive or difficult client interactions that require additional attention.Skills and qualificationsExperience 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 qualificationsAdvanced 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.Note - Complete Remote workIts a Full time role with themWorking Hours - 2pm IST - 11:30pm IST----------------------------Mandatory----------------------------In case you are interested :Please share a quick Loom video (1-2 minutes max) briefly walking us through your experience, and highlighting why you believe your skills and experiences make you a good fit for this role.Things to consider:Avoid reading from the screen word by word. Try to speak as if you're having a normal conversation with us. Natural and spontaneous beats rigid and overly polished every time.Do not use AI tools. We are looking for genuine, personal responses. While candidates provide nearly identical answers when relying on AI, you will stand out by being yourselfShare your updated resume along with the loom video link on the below mail review & revert.
Job Title
Tax Manager