Xpert Lead

Taxwell helps everyday Americans get every tax advantage they deserve by finding credits and deductions they never even knew existed. Our tax preparation software offers easy guidance and ensures your maximum tax refund. We strive to build a team of like-minded experts in both tax and technology who align with our brand purpose, are advocates for our customers and have a fresh, non-traditional approach to the tax industry.

TaxAct is a leading digital tax filing platform which offers customers do-it-yourself digital and downloadable products that are easy-to-use, best-in-class technology, and provide unparalleled customer support. We are a trusted solution for all users including those with complex tax returns. We strive to attract and retain candidates who exemplify our values: performance, perseverance, progress and partnership. TaxAct is a member of the Taxwell family of products. We are an organization of forward thinkers looking to add industry experts to our growing team.

This role will primarily support TaxAct as the organization helps everyday Americans file their taxes. We seek to build a team of experts in tax and technology who are customer advocates and have the mindset to reimagine the services our customers receive.

Position Summary:

The seasonal TaxAct Xpert Lead position is responsible for monitoring and assisting tax experts serving TaxAct Xpert Assist customers in a fast-paced remote customer service environment.

Essential Duties & Responsibilities:

Major responsibilities of the seasonal TaxAct Xpert Lead position are listed below.  To perform the job successfully, the individual must be able to execute each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.    

  

• Monitor and assist tax experts needing technical or operational support including product and tax related questions. 

• Overall support of the TaxAct products through phone and chat, providing a positive customer experience that instills customer confidence. 

• Follow Circular 230, Internal Revenue Code, and Treasury Regulations, as well as any applicable state and local rules, regulations, and requirements governing the preparation of tax returns. Respond to TaxAct customer escalations. 

• Identify areas of opportunity for process or training improvements.

• Support incident reporting by gathering details from tax expert individuals/teams for    operations/development and communicating solutions to tax experts. 

• Provide feedback to supervisors regarding tax expert performance.  

• Research and propose recommended updates and additions to the knowledge base. 

• Inspire team and peers with positivity and leadership. 

• Additional job duties as needed.

Education & Experience:

• A minimum of 3 years of experience preparing federal individual income tax returns for other taxpayers. 

• A minimum of one (1) season as a tax expert for TaxAct Xpert Help or providing live tax advice to customers through another commercial tax software provider. 

• Must have active unrestricted credentials: Enrolled Agent (EA), Certified Public Accountant (CPA). 

• Must have active PTIN (Preparer Tax Identification Number).  

• Must possess or be able to obtain any related State licenses, certificates, permits, or bonds. 

• Must be proficient with technology; solid knowledge of computer operations software as well as have experience with online tax software.  

• Extensive experience conducting tax research leveraging trustworthy sources.  

• Strong customer service skills – ability to interact with customers through video and audio tools in a way that is professional, friendly, and reassuring.  

• Exceptional verbal and written communication skills.  

• Ability to work in a fast-paced environment with minimal supervision.

• Must have (or be willing to obtain) a private, dedicated hardwired internet connection.  

• Critical thinking, problem-solving, research skills, and determination.  

At Taxwell, we believe our work benefits from the diverse perspectives of our employees. As such, Taxwell welcomes and celebrates diversity and inclusion and is committed to equal opportunity employment. At Taxwell, you can expect a supportive, open, and inclusive atmosphere and a team that values your contributions.

Taxwell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, veteran status, and any other status protected under applicable law. Taxwell considers information gathered in the hiring process, including information on this application, confidential, and only shares it on a need-to-know basis or as required by law.

If you need assistance or accommodation due to a disability, you may contact us at HR@Taxwell.com or by calling 828-349-5887 to speak with a member of the HR Talent Acquisition team.

About Taxwell

Taxwell is the leading digital tax filing platform formed from the combination of Drake Software® and TaxAct®. These two longstanding organizations offer customers do-it-yourself digital and downloadable products that are easy-to-use, best-in-class technology, and provide unparalleled customer support. Taxwell brands are the trusted solution to make taxes easy for the most complex users.

About TaxAct

TaxAct offers income tax preparation software directly to consumers and tax professionals. The process of filing taxes is highly personal and can be extremely complex. At TaxAct we aim to help every customer accurately file their taxes while simultaneously identifying opportunities to improve their financial situation. Since 2000, TaxAct has helped file over 90 million returns through TaxAct consumer and professional software. We believe that everyone should be empowered to do their own taxes, have the proper resources to claim the money they deserve and receive support to make informative financial decisions.

About Drake Software

Drake Software has a long history providing top-tier professional tax preparation software. Since 1977, Drake has provided services to over 70,000 tax professionals nationwide that have filed over 40 million tax returns each year. Drake Software’s comprehensive products provide the tools and support tax professionals need to build their businesses. Drake products are designed to assist our customers efficiently prepare and e-file individual and business returns, so they can focus on serving their clients.

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