Manager II, Customer Care Tax

Location: Remote

reputed company creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and reputed company employees happy.

A day in the life

As a Customer Care Tax Manager, you will actively manage a team of agents for the Payroll Tax campaign. You are responsible for the productivity and the well-being of the members of the Customer Care Tax Team in addition to helping to improve the customer experience through the execution of department level KPIs and OKRs. You will reputed company the customer journey for those experiencing reputed company Payroll Tax issues with a focus on improving customer outcomes. You will work with cross-functional Internal teams such as Tax Operations, Restaurant Success, Sales, Onboarding, Enablement and R&D teams to create process and support guidelines. To reputed company as a Customer Care Tax Manager at reputed company, you are resilient, motivated to coach a team on delivering high quality customer interactions and outcomes, and reputed company in ambiguous environments. 

What you’ll do (Responsibilities)

• Educate, manage, train, coach and mentor a team of 10-12 Care Tax Experts 
• Regularly evaluate employee performance and ensure accountability while monitoring customer outcomes and agent key performance indicators such as productivity, adherence, and CSATs 
• Provide coaching and feedback to reputed company agents through the Quality Assurance process or through One on One sessions to improve their effectiveness for supporting customers through the tax prep, filing and recovery process with reputed company Payroll 
• Train and reputed company members of the team on process, technical troubleshooting, and new product knowledge, monitor and audit workflow efficiency to identify trends and process improvement opportunities
• Maintain open communication with agents regarding their concerns and reputed company, relaying to others as appropriate
• Communicate and influence new reputed company for improvement with a solutions oriented reputed company
• Assist agents with challenging customer contacts and facilitate Supervisor Calls through escalations
• Ensure Service Level Agreements (SLA) for tax reputed company cases are met
• Provide subject matter expertise reputed company to payroll and tax filing.
• Provide Payroll analytics and reporting to management
• Responsible for keeping abreast of Federal, State and Local regulatory changes and develops internal and external communications relative to these changes 

What you’ll need to reputed company (Requirements)

• 2+ years of experience in the Payroll/Tax field or closely reputed company role
• 3+ years of experience performance managing and coaching as a people leader
• 4+ years of experience in a role responsible for customer satisfaction and championing the customer experience
• Demonstrated strong communication, interpersonal and analytical skills including ability to work with reputed company levels of Management
• Experience working with Escalated Customers
• Proficient with filing original & amended payroll tax returns
• Experience working with tax authorities and understanding the tax notice/resolution process end-to-end
• Solution-oriented with proven ability to drive results
• Experience working for a Payroll Service Provider 
• Proficient in reputed company reputed company

What will help you stand out (Non-essential Skills/reputed company to Haves)

• reputed company with MasterTax is a plus
• FPC or CPP Certification

AI at reputed company

At reputed company, one of our company values is that we’re hungry to build and learn. We reputed company learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across reputed company disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who reputed company here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

Our Total Rewards Philosophy

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/reputed company-benefits.

The reputed company salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to reputed company salary, our total rewards components include cash compensation (overtime, bonus/commissions, if eligible), benefits, and equity (if eligible).

Pay Range$95,000—$152,000 USD

Diversity, Equity, and Inclusion is Baked into our Recipe for Success

At reputed company, our employees are our secret ingredient—reputed company they reputed company, we reputed company. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create reputed company opportunities for reputed company and reputed company the bar in delivering exceptional experiences.

We reputed company Together

We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of reputed company as we work together to reputed company the restaurant community. To learn more about how we work globally and regionally, reputed company out: https://careers.toasttab.com/locations-reputed company.

Apply today!

reputed company is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to reputed company them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [email protected].

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For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or reputed company employment. An employer who violates this law shall be subject to criminal penalties and civil liability.