Tax Team Lead

Summary

Join doola's dynamic team as a Tax Team Lead, overseeing a team of Tax Preparers. You will ensure prompt and effective responses to client inquiries, maintain high client satisfaction, and guide your team to deliver exceptional service. This role demands strong leadership, a deep understanding of client management and the tax filing process, and the ability to thrive in a fast-paced environment. Responsibilities include assisting tax preparers, providing coaching and feedback, ensuring SLA adherence, managing client inquiries, identifying systemic issues, tracking team performance, and acting as an escalation point for difficult client interactions. The ideal candidate possesses extensive experience in managing tax teams, business tax return preparation, and team leadership, along with strong communication and reporting skills. Doola offers a competitive compensation package and opportunities for growth within a collaborative and supportive team environment.

Requirements

• Experience in managing or leading a tax team, preferably in preparing business returns (5472, 1065, 1120)
• 5+ years of experience working on tax filing preparation for businesses
• 3+ years of experience working as a Team Lead or Manager
• Ability to manage multiple tasks and priorities efficiently, ensuring that client inquiries are responded to within SLAs
• Proficiency with ticketing systems such as HubSpot
• Strong reporting skills, including experience with tracking team performance and client metrics
• Ability to work in a U.S. timezone overlap (at least 4–6 hours/day)
• Ability to manage difficult client interactions with professionalism and empathy
• Strong written and verbal communication skills, with the ability to communicate complex information clearly and empathetically

Responsibilities

• Assist Tax Preparers in resolving client inquiries and escalating technical issues to the appropriate teams
• Assist the team in preparing business tax returns (5472, 1065, 1120)
• Provide coaching and feedback to team members to foster professional growth and improve performance
• Ensure that the team adheres to all service level agreements (SLAs) and client expectations
• Oversee the daily management of client-facing tax-related inquiries, ensuring that all tickets are cleared (Inbox Zero) by the end of each day
• Identify and flag recurring client pain points or systemic issues to the Team Manager for further investigation and resolution
• Track and report on team performance, including SLA adherence, client satisfaction scores, and daily ticket volume
• Act as an escalation point for any sensitive or difficult client interactions that require additional attention

Preferred Qualifications

• Advanced CRM/Helpdesk Tools Knowledge: Expertise in HubSpot or other ticketing systems for case management and reporting
• Process Improvement: Familiarity with continuous improvement methodologies
• Experience with Client Retention Strategies: Proven track record of improving client satisfaction and reducing churn within a service environment

Benefits

• Opportunity to work with a dynamic and innovative company at the forefront of the industry
• Collaborative and supportive team environment with opportunities for growth and development
• Competitive compensation package with insane opportunity for growth