Role Description As an Expert Help Senior Analyst, you’ll play a critical role in delivering exceptional client experiences while strengthening the performance and capability of our Expert Help Chat (EHC) organization. - Provide expert level tax guidance to clients using H&R Block’s online DIY products. - Manage complex and escalated client interactions. - Act as a trusted resource for seasonal and offshore agents. - Partner across teams to improve processes, support training and development, and monitor key performance indicators to ensure both clients and agents are set up for success. - Continue supporting EHC clients outside of peak season while contributing to training efforts, process improvements, and cross-functional initiatives that drive quality, efficiency, and innovation. Day to day, you’ll: - Deliver accurate, expert level federal and state tax guidance, including complex and escalated scenarios. - Resolve elevated client issues with professionalism, empathy, and a solutions-focused mindset. - Help ensure a consistent, high-quality client experience across all supported channels. - Serve as a subject matter expert and escalation point for seasonal and offshore agents. - Provide real-time guidance and feedback to reinforce best practices and service standards. - Support training delivery and mentoring to build agent confidence and technical capability. - Monitor key performance indicators (e.g., quality, efficiency, compliance) and identify trends or gaps. - Partner with leaders and cross-functional teams to recommend process improvements. - Ensure adherence to federal and state tax regulations, internal policies, and quality standards. - Contribute to department goals by balancing quality, efficiency, and client satisfaction. - Support special projects, pilots, or initiatives that improve the Expert Help experience. - Other duties as assigned. Qualifications - Bachelor’s degree in accounting, finance, or an equivalent combination of education and experience. - Deep expertise in federal and state tax law, including complex tax scenarios. - Strong experience with online tax preparation platforms and virtual client support. - Proven ability to manage escalations and provide guidance in fast-paced environments. - Excellent written and verbal communication skills with a client-focused approach. - Ability to analyze performance data and translate insights into actionable recommendations. - Comfort navigating seasonal workload fluctuations and change. - Strong computer proficiency, including MS Office. - Circular 230 designation or the ability to obtain within one year of employment. Requirements - Prior leadership, mentoring, or coaching experience. - Experience supporting international or expatriate tax clients. - Familiarity with AI-driven support tools, automation, or troubleshooting workflows. Benefits - Competitive compensation and benefits to support your health and well-being. - Medical and prescription drug coverage. - Participation in the H&R Block Retirement Savings Plan (401(k) Plan). - Employee Assistance Program. - Virtual fitness center programs and associate discount program. - Automatic enrollment in Business Travel Accident Insurance. - Associate Tax Prep benefit.

• Provide day-to-day technical support to end-users via email, chat, or ticketing systems • Troubleshoot and resolve hardware, software, and network issues • Install, configure, and maintain computer systems, applications, and devices • Manage user accounts, permissions, and access (e.g., Google Workspace, Microsoft 365) • Support onboarding and offboarding of employees (account setup, equipment provisioning) • Monitor and respond to IT support tickets in a timely manner • Maintain IT documentation, SOPs, and knowledge base articles • Assist with system updates, patches, and basic cybersecurity practices • Escalate complex issues to senior IT personnel when necessary

• Lead the design, implementation, and administration of enterprise applications supporting field operations. • Collaborate closely with business stakeholders, field service teams, development teams, and technical groups to gather requirements, architect scalable solutions, and drive major system enhancement projects from conception to successful deployment. • Act as the primary technical driver for cross-platform integration initiatives, ensuring seamless data flow, API connectivity, and communication between disparate field service and network management tools. • Provide senior-level support and technical mentorship, managing system upgrades, vendor relationships, and complex troubleshooting while actively documenting system architectures, creating FAQs, and developing materials for knowledge sharing.

• Traduzir necessidades de negócio em soluções sistêmicas estruturadas e viáveis • Definir diretrizes arquiteturais para iniciativas corporativas e programas evolutivos • Desenhar arquiteturas orientadas a processos de negócio, garantindo integração entre sistemas • Estruturar soluções considerando aspectos de escalabilidade, segurança e performance • Apoiar o faseamento de demandas e priorização de iniciativas com base em impacto e viabilidade • Garantir aderência a padrões tecnológicos e boas práticas de arquitetura corporativa • Atuar na definição e governança de integrações (online e batch) entre sistemas • Avaliar riscos técnicos e propor estratégias de mitigação