Seasonal Tax Customer Support Manager – Remote Leadership, Operations Excellence & Team Development for High‑Volume Tax Services

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 relentless commitment to innovation, brighthush blends data‑centric decision making with a human‑first approach. Our mission is to simplify complex tax processes while ensuring every client feels heard, understood, and supported. As we scale our seasonal operations to meet the surge in filing activity, we are seeking 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 – Direct a fully remote team of up to 60 tax experts, providing day‑to‑day coaching on attendance, performance, and adherence to professional standards. Foster a culture of continuous improvement, celebrate wins, and address gaps with constructive feedback.
• Operational Oversight – Audit time‑keeping, daily status updates, and performance dashboards across Power BI, ADP, Slack, Microsoft Teams, and Amazon Connect. Ensure data integrity and operational accuracy at every touchpoint, and intervene quickly when anomalies arise.
• Manager on Duty (MOD) – Rotate as MOD to provide real‑time leadership for a network of 1,000+ experts. Resolve escalations, coordinate cross‑functional resources, and maintain seamless service continuity during high‑volume windows.
• Queue & Workflow Management – Monitor system statuses, enforce queue discipline, and process workflow requests. Intercept high‑priority or data‑privacy issues through multi‑channel communication, ensuring that every client interaction meets brighthush’s standards of excellence.
• Quality Assurance – Review recorded customer interactions to evaluate empathy, communication quality, and adherence to metrics. Deliver timely recognition and actionable feedback that drives continuous improvement and boosts team morale.
• 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, automation opportunities, and knowledge‑base updates.
• Stakeholder Collaboration – Partner with product, engineering, compliance, and training teams to align operational goals with strategic objectives. Communicate insights and data trends to senior leadership, influencing roadmap decisions that benefit both customers and employees.
• Compliance & Data Security – Enforce data‑privacy protocols and ensure all team activities comply with industry regulations (e.g., GDPR, CCPA) and internal policies. Conduct regular audits and champion a security‑first mindset across the remote workforce.

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

Although this position is seasonal, brighthush is committed to nurturing talent for the long term. Successful managers often transition into full‑time leadership roles, cross‑functional project positions, or specialized tax‑compliance tracks. Throughout your tenure, you’ll have access to a robust learning ecosystem designed to accelerate your professional development:

• Structured Onboarding & Mentorship – A comprehensive onboarding program paired with a dedicated mentor who will help you navigate brighthush’s processes, culture, and technology stack.
• Continuous Training – Regular webinars and workshops covering the latest tax regulations, emerging fintech tools, and best practices in remote team management.
• Process‑Improvement Leadership – Opportunities to spearhead initiatives that streamline workflows, introduce automation, or enhance data‑quality, giving you visible impact on the organization.
• Industry Exposure – Access to leading tax‑industry conferences, virtual summits, and certification programs (e.g., CPA, Certified Tax Coach) at no cost to you.
• Performance‑Based Incentives – Competitive bonuses tied to team metrics, customer satisfaction scores, and successful implementation of improvement projects.
• Pathway to Permanent Roles – High‑performing seasonal managers are often considered first for permanent openings in operations, product, or client‑experience leadership.

Work Environment & Company Culture at brighthush

brighthush champions a culture of inclusivity, transparency, and continuous improvement. As a remote manager, you’ll enjoy a supportive ecosystem that values both results and well‑being:

• Flexible Shift Options – Choose from morning, midday, or evening shifts across all seven days of the week, allowing you to align work with personal commitments.
• Fully Equipped Remote Workspace – brighthush provides a high‑performance laptop, headset, and any necessary software licenses for the duration of your seasonal employment.
• Peer Support & Leadership Accessibility – Direct access to senior leaders, regular check‑ins, and a collaborative Slack channel where ideas are shared and celebrated.
• Virtual Team‑Building – Monthly virtual coffee chats, wellness challenges, and recognition ceremonies that keep morale high and foster genuine connections.
• Diversity & Inclusion – A commitment to building a workforce that reflects the communities we serve, with employee resource groups and inclusive policies that empower every voice.

Compensation, Perks & Benefits

• Hourly Rate – $38.00 per hour, with overtime potential during peak filing periods.
• Benefits Package – 401(k) with company match, comprehensive health, dental, and vision insurance, and a suite of employee‑wellness perks.
• Performance Incentives – Quarterly bonuses tied to team productivity, quality scores, and customer satisfaction metrics.
• Professional Development – Company‑sponsored training, certifications, and conference attendance to keep your skills future‑ready.
• Work‑Life Balance – Flexible scheduling, remote‑first environment, and a culture that respects personal time.
• Recognition Programs – Spot awards, peer‑nominated accolades, and a “Tax Hero” program that highlights outstanding contributions.

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.

Apply to this job

Equal Opportunity Employer

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