MANAGER – US TAX CHAT PROCESS

WHO ARE WE LOOKING FOR?

We’re looking for an experienced leader with:

• 8+ years of experience in US Tax operations both US Individual and Business Tax.
• At least 3 years in a supervisory or leadership role
• Experience managing large customer-support or tax teams
• Experience handling customer queries through chat or written channels
• Strong written communication and client-management skills
• Ability to work in a fast-paced, high-volume environment
• CPA, EA, CA or ACCA qualification preferred
• Immediate availability preferred

WHAT WILL YOU DO?

• Lead and manage a team of US Tax Chat professionals
• Oversee real-time customer interactions through chat channels
• Ensure accurate, compliant and customer-friendly responses
• Monitor chat quality, response time, productivity and service levels
• Manage escalated customer queries and complex tax matters
• Ensure adherence to defined chat scripts, processes and tax guidelines
• Partner with Quality, Training and Operations teams to improve performance
• Analyze chat trends and address recurring customer concerns
• Drive customer satisfaction, process improvement and timely resolution
• Support coaching, performance management and capability building

WHAT MAKES YOU A GREAT FIT?

US TAX EXPERTISE

Strong understanding of US Individual and Business Tax, IRS regulations and state taxation

CHAT OPERATIONS

Experience managing real-time written customer support, chat queues and escalations

SERVICE-LEVEL MANAGEMENT

Ability to monitor response time, resolution rate, productivity, quality and customer satisfaction

WRITTEN COMMUNICATION

Ability to ensure clear, accurate and professional customer responses

PEOPLE LEADERSHIP

Proven ability to coach and manage high-performing teams

CUSTOMER FOCUS

Ability to resolve complex tax queries while delivering an excellent customer experience

WHY JOIN PACIFIC GROUP?

LEAD THE FUTURE OF US TAX SUPPORT WITH US

• Lead a specialised US Tax Chat operation
• Work on complex customer and tax-related queries
• Drive service quality and customer experience
• Build and develop a high-performing team
• Collaborate with Tax, Quality and Training specialists
• Grow in a global accounting and business-solutions environment