Seasonal, Lead Customer Service
About the Role
The Seasonal Lead, Expert Help Chat is responsible for leading, developing, and supporting a team of Tier 1 and/or Tier 2 virtual tax agents to deliver high-quality client service during the tax season. This role drives operational performance through coaching, real-time support, and data-driven decision-making while ensuring alignment to organizational goals, service standards, and engagement initiatives. Day to day, you’ll… Lead and develop a team of seasonal Tier 1 and Tier 2 agents, including daily oversight, engagement, and accountability Provide coaching through 1:1s, real-time feedback, and team huddles to improve performance and drive results Monitor and manage performance metrics (AHT, Quality, SAT/CSAT, adherence) and implement targeted improvement plans Interview, hire, onboard, and train seasonal agents Oversee daily operations including attendance, scheduling, and queue support to ensure service levels are met Troubleshoot technical, process, and system-related issues impacting agents or workflow Provide escalation support and limited direct client chat support as needed Maintain documentation of coaching, performance trends, and operational insights to inform decision-making
Required Qualifications
Prior experience in a client-facing or operations role Demonstrated ability to coach, support, or mentor others Strong communication and interpersonal skills Ability to work in a fast-paced, metrics-driven environment
Preferred Qualifications
Prior leadership or supervisory experience Experience in virtual/chat-based client support Tax knowledge and/or certification (Level 4+ or equivalent preferred) Experience with performance metrics and reporting tools Comfort with AI tools, along with the ability to lead and participate in projects as they arise Coaching and development Performance management Communication and collaboration Problem-solving and decision-making Adaptability in a seasonal, high-volume environment Why work for us At H&R Block, our purpose is simple: to provide help and inspire confidence in our clients and communities everywhere. For more than 70 years, we’ve led the tax industry and we continue to evolve through our Block Next strategy, blending human expertise with digital innovation. That same commitment to care extends to our associates. When you join us, you become part of a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact. We invest in your well-being through competitive pay, comprehensive benefits, and support for life both in and outside of work. Pay Range Information The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan. Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage; can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit. Pay Range $25.10 - $37.64/Hr.