Seasonal Tax Customer Support Manager – Remote Leadership & Operations Excellence

About brighthush

brighthush is a forward‑thinking, technology‑driven organization that empowers individuals to deliver exceptional customer experiences in the tax and financial services space. With a global footprint and a commitment to innovation, brighthush blends data‑centric decision making with a human‑first approach. Our mission is to streamline complex tax processes while ensuring every client feels heard, understood, and supported. As we expand our seasonal operations, we’re looking for a dynamic, results‑oriented leader to guide our remote tax support team through peak periods and elevate the quality of service we deliver.

Why This Role Matters

In the fast‑paced world of tax compliance, the difference between a satisfied client and a frustrated one often hinges on the expertise and empathy of the support team. As the Seasonal Tax Customer Support Manager, you will be the linchpin that connects our tax professionals to the tools, training, and culture they need to thrive. Your leadership will directly influence performance metrics, operational accuracy, and the overall customer experience—ensuring that brighthush continues to be recognized as a trusted partner in tax solutions.

Key Responsibilities

• Team Leadership & Coaching – Lead a fully remote team of up to 60 tax experts, providing coaching on attendance, performance, and adherence to professional standards. Manage a 60‑hour work week while maintaining a healthy work‑life balance for yourself and your team.
• Operational Oversight – Audit timekeeping and daily status updates across Power BI, ADP, Slack, Teams, and Amazon Connect. Ensure data integrity and operational accuracy at every touchpoint.
• Manager on Duty (MOD) – Serve as MOD on a rotating schedule, offering leadership and support for a network of 1,000+ experts. Resolve escalations, coordinate cross‑functional resources, and maintain service continuity.
• Queue & Workflow Management – Monitor system statuses, enforce queue discipline, process workflow requests, and intercept high‑priority or data‑privacy issues through multi‑channel communication.
• Quality Assurance – Review recorded customer interactions to evaluate empathy, communication quality, and adherence to metrics. Deliver timely recognition and constructive feedback to drive continuous improvement.
• Problem Solving & Process Improvement – Proactively research internal channels and documentation to resolve systemic problems under tight deadlines. Translate findings into actionable recommendations for process enhancements.
• Stakeholder Collaboration – Partner with product, engineering, and compliance teams to align operational goals with strategic objectives. Communicate insights and data trends to senior leadership.
• Compliance & Data Security – Enforce data privacy protocols and ensure all team activities comply with industry regulations and internal policies.

Essential Qualifications

• U.S. residency and legal authorization to work in the United States.
• Minimum of 3–5 years of experience managing high‑volume, remote customer support teams, preferably in tax or financial services.
• Proven track record of coaching teams to exceed performance metrics while maintaining a culture of empathy and customer focus.
• Strong analytical skills with experience using Power BI, ADP, and other data‑collection tools.
• Excellent written and verbal communication skills; ability to translate complex data into actionable guidance.
• Demonstrated ability to thrive in a fast‑changing environment, prioritizing tasks and adapting to shifting operational demands.
• Reliable remote work setup: dedicated workspace, personal device for administrative tasks, and a hard‑wired internet connection.

Preferred Qualifications & Skills

• Experience with Amazon Connect, Slack, and Microsoft Teams in a customer support context.
• Background in tax compliance, tax preparation, or related financial services.
• Familiarity with data privacy regulations (e.g., GDPR, CCPA) and best practices for secure data handling.
• Leadership experience in a distributed, cross‑functional environment.
• Certifications in project management, Six Sigma, or related fields.
• Proficiency in coaching frameworks such as GROW or CLEAR.

Skills & Competencies

• Leadership & Influence – Inspire and motivate a remote team, fostering accountability and a shared vision.
• Communication – Articulate complex ideas clearly, both in writing and verbally, to diverse audiences.
• Data‑Driven Decision Making – Leverage analytics to identify trends, diagnose issues, and recommend improvements.
• Problem Solving – Approach challenges with a structured, solution‑oriented mindset.
• Customer‑Centric Mindset – Prioritize empathy and service excellence in every interaction.
• Adaptability – Navigate shifting priorities and maintain focus on key objectives.
• Technical Proficiency – Comfortable with multiple remote collaboration tools and data platforms.

Career Growth & Learning Opportunities

While this role is seasonal, brighthush is committed to nurturing talent. Successful managers often transition into full‑time leadership positions, cross‑functional project roles, or specialized tax compliance tracks. Throughout your tenure, you’ll have access to:

• Structured onboarding and mentorship programs designed to accelerate your impact.
• Regular training sessions on the latest tax regulations, technology updates, and customer service best practices.
• Opportunities to lead process improvement initiatives that shape the future of our operations.
• Access to industry conferences, webinars, and certification programs at no cost.
• Performance‑based incentives and the potential for overtime during peak windows.

Work Environment & Company Culture

brighthush champions a culture of inclusivity, transparency, and continuous improvement. As a remote manager, you’ll enjoy:

• Flexible shift options (morning, midday, evening) across all seven days of the week.
• A fully equipped laptop and all necessary tools provided for the duration of your seasonal employment.
• Peer support from senior leadership and a robust onboarding framework that scales with your growth.
• A collaborative environment where ideas are valued and cross‑team collaboration is the norm.
• Regular virtual team‑building activities and wellness initiatives to keep morale high.

Compensation & Benefits

• Hourly Rate – $38.00 per hour, with overtime potential during peak periods.
• Benefits Package – 401(k) with company match, health, dental, and vision insurance, and a range of employee perks.
• Performance Incentives – Bonuses tied to team metrics and customer satisfaction scores.
• Professional Development – Company‑sponsored training, certifications, and conference attendance.
• Work‑Life Balance – Flexible scheduling, remote work setup, and a supportive team culture.

How to Apply

Ready to lead a high‑impact team and shape the future of tax customer support? Submit your application through our career portal and join brighthush in delivering world‑class service to clients worldwide.

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Equal Opportunity Employer

brighthush is an equal opportunity employer committed to building an inclusive workplace. To view our Equal Employment Opportunity (EEO) policy, please .