Senior Customer Support Executive

We are looking for a proactive and customer-focused Senior Customer Support Executive to join our US Taxation team. The ideal candidate will have 3 years of experience in customer support, strong communication skills, and a basic understanding of US taxation processes. This role involves handling client interactions, supporting tax-related operations, and leading a team of 8–10 members to ensure high service quality and operational efficiency.

Key Responsibilities

• Serve as the primary point of contact for clients regarding tax-related queries and support requests.
• Provide timely and accurate responses through phone, email, and other communication channels.
• Assist clients with basic US taxation processes, documentation requirements, and status updates.
• Lead, guide, and monitor a team of 8–10 customer support associates.
• Allocate tasks, track productivity, and ensure team performance targets are met.
• Conduct regular follow-ups with clients to ensure customer satisfaction and issue resolution.
• Escalate complex tax or client issues to the appropriate departments when required.
• Maintain accurate records of customer interactions and support activities.
• Support on boarding and training of new team members.
• Ensure adherence to company policies, service standards, and compliance requirements.
• Identify opportunities for process improvements and contribute to enhancing customer experience.
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Required Qualifications

Any Bachelor's degree.

• 3 years of experience in Customer Support, Client Services, or US Taxation support.
• Basic knowledge of US taxation concepts, tax documents, and filing processes.
• Experience in handling or mentoring a team of 8–10 members is preferred.
• Strong verbal and written communication skills.
• Good problem-solving and customer-handling abilities.
• Ability to work in a fast-paced, deadline-driven environment.