Role Description 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 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 Requirements - 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 Benefits - 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) - Employee Assistance Program - (Virtual) fitness center programs - Associate discount program - Automatically enrolled in Business Travel Accident Insurance - Receive Associate Tax Prep benefit Company Description 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: $25.10 - $37.64/Hr.

Role Description This isn’t a rigid, repetitive call-center gig. As our Operations and Customer Support Specialist, you will serve as the operational backbone of a lean, entrepreneurial team. You’ll be the warm, professional voice that US distributors trust over the phone and the detail-oriented partner managing daily financial transactions and orders in QuickBooks. We are specifically looking for an active contributor, not a bystander. Because we operate as a tight team, you won’t just be following a script. We believe every team member should bring their brain to the table to help solve problems, build efficient processes, and directly impact our day-to-day operations. If you thrive in a collaborative, close-knit environment where your voice actually matters, you will love it here. Key Responsibilities - Answer incoming phone calls from US-based distributors. - Assist distributors with order placement, product inquiries, and general support. - Build and maintain strong, professional relationships across our business network. - Process and manage incoming orders accurately through QuickBooks. - Handle daily financial maintenance tasks, including processing payments. - Collaborate directly with ownership on a daily task list to keep business workflows moving smoothly. - Proactively look for ways to streamline workflows and suggest process improvements. - Perform basic, occasional website updates or maintenance if needed (no coding or development required). - Monitor inbound messages on social media channels (like Facebook) to ensure client inquiries are answered promptly. Qualifications - 3–5+ years of experience in customer service, operations, or administrative support. - Flawless written and spoken English and Spanish (essential for communicating with our US customer base). - Proficient with QuickBooks (or similar accounting/ERP software) and comfortable picking up basic digital tools. - Comfortable navigating business-to-business customer service and distributor environments.

• Manage multiple concurrent customer issues while balancing speed, accuracy, and empathy, primarily through in-app live chat. • Work within SLA, severity, escalation, and customer-impact guidelines. • Investigate the deep end of the product: reproduce problems, examine data, imports/exports, workflows, and application configurations, and isolate root cause before responding. • Provide clear reproduction steps, business impact, screenshots, logs, and supporting detail when escalating verified bugs to Engineering. • Recognize recurring ticket patterns and translate them into knowledge-base improvements, reusable responses, product feedback, or ticket-deflection opportunities. • Communicate with customers during urgent, ambiguous, or high-friction situations while remaining calm, professional, and solution-oriented. • Demonstrate sound judgment when handling customer data, screenshots, logs, account information, and confidential details. • Stay current on product releases, known issues, customer workflows, and support best practices across both platforms.

Role Description You'll work with consumers to resolve past-due accounts while providing a positive, solutions-based experience. - Handle inbound and outbound calls regarding account balances and payment solutions - Clearly explain account details while following compliance guidelines - Negotiate and set up payment arrangements within approved parameters - Document all account activity accurately in internal systems - Resolve questions, disputes, and requests in a timely manner - Maintain call quality, productivity, and performance expectations - Follow all company policies and applicable state/federal regulations (including FDCPA and related compliance standards) Qualifications - Strong communication skills; comfortable on the phone and professional under pressure - Customer service mindset with the ability to be firm, fair, and respectful - Basic computer skills and ability to navigate multiple systems/screens - Strong attention to detail and documentation habits - Ability to handle sensitive conversations and maintain confidentiality - Reliable attendance and punctuality Requirements - 6+ months experience in customer service, call center, collections, or financial services (preferred, not required) - Bilingual skills a plus (preferred, not required) Benefits - Work-from-home option after training (typically around 45 days) - Benefits package available: Medical, dental, vision, 401(k), and PTO - Paid training provided - Growth & advancement opportunities to develop and move up