WHO ARE WE LOOKING FOR?
We’re looking for an experienced US Tax professional with:
- 7+ years of experience in US Individual and Business Tax
- At least 2 years of experience in a supervisory role
- Experience leading customer-support or tax operations teams
- Strong knowledge of IRS regulations and state taxation
- Experience handling customer queries through chat or written channels
- Strong written communication and problem-solving skills
- Immediate availability preferred
WHAT WILL YOU DO?
- Lead, coach and mentor a team of US Tax Chat professionals
- Supervise real-time customer interactions through chat channels
- Ensure timely, accurate and customer-friendly responses
- Monitor chat quality, productivity, response time and service levels
- Support the team in resolving escalated and complex tax queries
- Allocate workloads and ensure timely completion of deliverables
- Ensure adherence to chat processes, quality standards and tax guidelines
- Drive performance improvement and capability building
- Keep the team updated on changes in tax laws and regulations
WHAT MAKES YOU A GREAT FIT?
US TAX EXPERTISE
Strong knowledge of US Individual and Business Tax, IRS regulations and state taxation
CHAT OPERATIONS
Ability to supervise live-chat queues, written responses and customer escalations
TEAM LEADERSHIP
Experience coaching teams and managing productivity, quality and performance
CUSTOMER FOCUS
Ability to resolve tax-related queries while delivering a positive customer experience
COMMUNICATION
Strong written communication, organisation and multitasking skills
QUALIFICATIONS
Bachelor’s degree in Accounting, Finance or a related field; EA, CPA or other relevant tax certification preferred
WHY JOIN PACIFIC GROUP?
GROW YOUR CAREER IN US TAX CHAT OPERATIONS
- Lead a specialised US Tax Chat team
- Handle diverse and complex customer queries
- Build expertise in tax-support operations
- Drive service quality and customer experience
- Work in a collaborative and growth-focused environment
- Access continuous learning and leadership development
