Seasonal Remote Customer Support Manager – Tax Services – Lead High‑Performing Remote Teams, Drive Customer Experience Excellence, and Shape Tax Filing Support at brighthush

About brighthush

brighthush is a forward‑thinking, technology‑driven consulting firm that partners with leading businesses to solve complex challenges in the tax, finance, and customer experience arenas. With a culture rooted in innovation, collaboration, and continuous learning, we empower our teams to deliver world‑class service from the comfort of their own homes. Our mission is simple: to help clients thrive by combining deep industry expertise with cutting‑edge technology and a relentless focus on the customer.

Why Join brighthush?

If you are passionate about customer support, thrive in a fast‑paced environment, and want to lead a high‑performing remote team, brighthush offers the perfect platform. This seasonal role is more than a temporary gig – it’s an opportunity to shape the customer experience for thousands of tax filers, build leadership skills, and potentially transition into a long‑term career with us. We value diversity, encourage innovation, and reward excellence with competitive pay, comprehensive benefits, and a culture that celebrates work‑life balance.

Position Overview

As a Seasonal Remote Customer Support Manager – Tax Services, you will oversee a team of 15+ remote customer support professionals during the peak tax season (early November 2025 – April 30, 2026). Your primary mission is to ensure that every customer interaction meets or exceeds our Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), while fostering a culture of continuous improvement and exceptional customer service. The role is 100% remote, requiring a dedicated workspace with a hard‑wired Ethernet connection and a personal computer for administrative duties.

Key Responsibilities

• Leadership & Coaching: Provide strong, inspirational leadership through video, phone, and chat. Motivate your team to achieve program goals, deliver high‑quality service, and maintain a positive work environment.
• Performance Management: Monitor daily, weekly, and monthly performance metrics. Identify trends, provide actionable feedback, and implement coaching plans to elevate individual and team performance.
• Process Improvement: Continuously evaluate and refine processes at both individual and team levels. Champion best practices, streamline workflows, and reduce friction points to improve efficiency.
• Policy & Training Implementation: Roll out policy updates through structured training and change‑control processes. Ensure all team members understand and adhere to new procedures.
• Quality & Compliance: Maintain adherence to SLAs, KPIs, Net Promoter Scores (NPS), Quality of Service (QoS), and case documentation standards. Conduct regular quality reviews and enforce compliance.
• Escalation Management: Resolve customer escalations promptly and professionally. Escalate complex issues to higher tiers when necessary and ensure timely resolution.
• Data Analysis & Reporting: Analyze performance data, generate reports, and present insights to senior leadership. Use data to drive decision‑making and continuous improvement.
• Onboarding & Development: Ensure new hires meet onboarding milestones, complete training, and quickly become productive team members.
• Documentation & Record‑Keeping: Maintain accurate records of team activities, performance metrics, and training logs. Ensure compliance with internal audit and regulatory requirements.
• Team Morale & Culture: Foster a supportive, inclusive, and high‑energy team culture. Recognize achievements, celebrate milestones, and promote a sense of belonging.

Essential Qualifications

• Minimum of 2 years of remote supervisory experience leading teams of 15+ customer support professionals.
• Proven track record of meeting or exceeding SLAs and KPIs in a high‑volume, fast‑paced environment.
• Strong technical aptitude: comfortable navigating multiple computer systems and software, including Microsoft 365 (Outlook, Teams, Word, Excel), Slack, time‑keeping solutions, and professional tax software.
• Excellent communication skills, both written and verbal, with the ability to lead virtual meetings and provide clear, concise guidance.
• Demonstrated ability to analyze data, identify trends, and implement actionable improvements.
• Strong organizational skills and the ability to manage multiple priorities simultaneously.
• Dedicated workspace with a hard‑wired Ethernet connection and a personal computer for administrative tasks.
• U.S. residency and eligibility to work in the United States.

Preferred Qualifications

• Experience in tax services or a related field, with familiarity in tax software and tax filing processes.
• Knowledge of customer experience metrics such as Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction (CSAT).
• Previous experience managing remote teams across multiple time zones.
• Certifications in customer service, project management, or related disciplines.
• Experience with performance management tools and dashboards.

Skills & Competencies

• Leadership & Team Building
• Data‑Driven Decision Making
• Process Optimization
• Customer‑Centric Mindset
• Change Management
• Conflict Resolution & Escalation Management
• Technical Proficiency (Microsoft 365, Slack, Timekeeping, Tax Software)
• Strong Written & Verbal Communication
• Adaptability & Resilience
• Time Management & Prioritization

What brighthush Provides

• Competitive Compensation: Starting at $38 per hour, with performance‑based incentives and bonuses.
• Benefits Package: 401(k) plan with company match, health, dental, and vision insurance (subject to eligibility), paid time off, and flexible scheduling.
• Equipment & Technology: Company‑supplied laptop for the duration of employment. You will also need access to a personal computer for administrative duties.
• Comprehensive Training: Structured onboarding program, ongoing coaching, and access to learning resources to help you excel in your role.
• Career Growth Opportunities: Potential for full‑time employment beyond the tax season, advancement into senior management roles, and cross‑functional projects.
• Flexible Work Hours: Seasonal schedule with morning, midday, and evening shifts, 7 days a week, allowing you to balance personal commitments.
• Supportive Culture: A collaborative, inclusive environment that values innovation, continuous improvement, and employee well‑being.
• Recognition & Rewards: Regular performance reviews, spot bonuses, and recognition programs to celebrate achievements.

Work Environment & Culture at brighthush

At brighthush, we believe that remote work should not compromise collaboration or culture. Our virtual office is built on open communication, transparency, and mutual respect. We host weekly virtual town halls, team‑building activities, and knowledge‑sharing sessions to keep everyone connected. Our leadership team is approachable and committed to your professional development, providing mentorship and career guidance every step of the way. We celebrate diversity, encourage creative problem‑solving, and reward those who go above and beyond to deliver exceptional customer experiences.

Compensation & Benefits Summary

• Hourly Rate: $38 per hour (base) + performance incentives.
• Benefits: 401(k) with company match, health/dental/vision insurance, paid time off, and flexible work arrangements.
• Incentives: Quarterly bonuses tied to team performance metrics and customer satisfaction scores.
• Equipment: Company laptop and necessary software licenses.
• Professional Development: Access to online courses, certifications, and internal training programs.

How to Apply

Ready to lead a high‑impact remote team and shape the customer experience for thousands of tax filers? Click the link below to submit your application and join the brighthush family. We look forward to exploring how your expertise and passion can help us deliver outstanding service during the busiest time of the year.

Apply to this job

Equal Opportunity Employer

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We are interested in every qualified candidate who is eligible to work in the United States.