CCOS Client Advocate Team Supervisor

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• 401(k) matching
• Bonus based on performance
• Donation matching
• Employee discounts
• Parental leave
• Training & development
• Wellness resources

• Lead, coach, develop, and support Client Advocate Team employees to achieve individual, team, and organizational objectives.
• Manage the team’s daily operations, including workload distribution, schedule adherence, coverage, case assignments, and operational priorities.
• Oversee escalated and complex client matters to ensure concerns are researched, documented, addressed, and resolved in accordance with established procedures and service expectations.
• Provide guidance and direct support on sensitive or high-risk escalations, including matters that may involve executive, legal, regulatory, compliance, fraud, financial, or reputational considerations.
• Evaluate cases and assign work based on factors such as urgency, complexity, available resources, geographic responsibility, and team capacity.
• Monitor case queues, communication channels, assigned work, pending approvals, and outstanding actions to promote timely follow-up and prevent unresolved matters from being overlooked.
• Coordinate with offices, field leadership, internal departments, financial partners, and other stakeholders to facilitate effective case resolution and appropriate escalation.
• Oversee client-related financial resolutions and ensure required approvals, documentation, processing controls, and follow-up activities are completed accurately.
• Review case documentation and teamwork products for quality, completeness, accuracy, compliance, and adherence to established procedures.
• Conduct regular one-on-one meetings, coaching sessions, quality reviews, goal-setting discussions, performance evaluations, and other employee-development activities.
• Communicate performance expectations, procedural updates, business priorities, and identified client or employee-impacting trends to team members and CCOS leadership.
• Analyze recurring client concerns, case activity, and workflow challenges to identify opportunities for continuous improvement.
• Recommend and support improvements to processes, tools, workflows, training, and knowledge resources that strengthen the client experience and improve operational efficiency.
• Maintain or contribute to departmental procedures, knowledge articles, decision-support tools, call flows, and training materials to promote consistent resolution practices.
• Partner with internal teams and external service providers to identify coaching opportunities, clarify expectations, and improve the quality and consistency of client support.
• Ensure confidential and sensitive client, employee, legal, and business information is handled and maintained appropriately.
• Participate in recruitment, interviewing, onboarding, training, and workforce-planning activities as needed.
• Support departmental reporting, case reviews, quality monitoring, and the tracking of performance or operational results.
• Remain current on company policies, procedures, systems, products, and services that affect the handling of escalated client concerns.
• Serve as a point of escalation and provide leadership support during periods of increased volume, critical business events, or emerging client-impacting issues.
• Perform other duties and participate in special projects as assigned.
  
  

• High School Diploma or GED required.
• Minimum 2 years of relevant Contact Center Lead experience required.
• Demonstrate strong coaching skills
• Proficiency in Microsoft Office, Contact Center applications, quality monitoring tools and applications, center reporting tools and technologies.
• Proficiency with learning new technology and system applications. Excellent computer navigation and data entry skills
• Tax experience a plus
• Bilingual Spanish a plus
  
  

• Keying / typing, sitting, standing, walking.
• Constant mental and/or visual attention; the work is either repetitive or diversified requiring constant alertness in a Blended Contact Center environment.
• Compliance with company attendance standards
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• FLSA status: Salaried, Exempt.

Working at Jackson Hewitt

Jackson Hewitt is a national brand with local heart. After 40+ years and our name on over 65 million returns, we’re not only committed to providing a better tax experience for the hardest-working Americans, but we also strive to change the lives in our communities for the better, too. We offer a full suite of tax preparation services and guidance. Join us.

Taxes are fun (really!)

At Jackson Hewitt, we’re proud to offer tax training to beginners and continuing education courses for more seasoned Tax Pros. We offer on-the-job mentorships too, and we’re always championing your professional success and personal goals. Enjoy a flexible schedule and work that works around you for a change. Plus, start earning extra income and learning a recession-proof life skill now.

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