Customer Support Supervisor, TaxScouts
£33-40k
Plus employee stock options
2 days a week in office (Aldgate East, London)
Tax-filing, planning and preparations service
Open for applications
Tax-filing, planning and preparations service
21-100 employees
Open for applications
£33-40k
Plus employee stock options
2 days a week in office (Aldgate East, London)
21-100 employees
Company mission
To make taxes effortless & stress free for everyone.
Role
Who you are
- Previous experience in customer service, with at least 3 years supervising or managing a customer service team
- A track record of rolling out customer service initiatives that drive real results
- Strong analytical skills to track and improve key customer service metrics
- A proactive, problem-solving mindset with a passion for delivering great customer experiences
- Excellent communication skills and experience training team members
- Experience working in a startup environment is a plus!
- Not sure if you check every box? That’s okay! We know great talent comes in many forms, and we’d love to hear from you. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply!
What the job involves
- We’re looking for a Customer Support Supervisor to help our team operate efficiently, provide excellent service, and improve performance. You’ll track KPIs, give feedback that actually makes a difference, and act as a point of contact for customer support agents
- Lead & Support: supervise and mentor a team of four customer support agents (increasing during our peak season), fostering a high-performance culture that thrives on collaboration
- Track Performance: monitor key KPIs (response times, resolution rates, CSAT, etc.) and drive improvements where it counts
- Customer Assistance: tackle escalated queries head-on, resolving complex tax and product issues with efficiency and clarity
- Process Improvement: spot opportunities to streamline workflows and make customer interactions as smooth as possible
- Engagement & Insights: gather and analyse customer feedback to enhance the experience, liaising with product and engineering teams
- Quality Assurance: ensure all customer interactions meet company standards and compliance guidelines
- Accountant Liaison: work closely with our accountants to gather feedback, ensure partnership compliance and resolve service-related queries
Salary benchmarks
Our take
Every year, 200 million Europeans go through the difficult process of tax preparation and over £1.2B is paid in late fines each year. TaxScouts believes that this is completely unnecessary - the company combines automation and accountants to offer personalised online tax preparation at a fraction of the normal cost.
Combining automation with a network of human accountants, TaxScouts’ service is designed to support customers through their annual tax filing preparation and submission. The idea is that all of the admin is captured digitally and packaged up ready for an assigned accountant to check.
Having been successful with its service to navigate the UK tax system, the company has expanded into its first market outside the UK - Spain. The company's Spain operations grew 3x faster than its London operations within the first 12 months. Its success has led to its acquisition by German tax solutions provider Taxfix.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jan 2022
$3.3m
EARLY VC
May 2020
$6.3m
SERIES A
Total funding: $11.6m
Company benefits
- Personal development and wellbeing allowances to invest in yourself
- Employee stock options for all employees—because everyone deserves to benefit from the success they help create
- 30 days of annual vacation and flexible working hours
- The option to work from abroad for up to six weeks per year. Coordinate with your team, and enjoy the adventure
- An office exchange program, giving you the chance to work in our offices in London, Madrid, Tallinn, or Berlin, plus an annual group-wide meetup
- And, of course, free tax return filing!
Company values
- Be human
- Be transparent
- Keep it simple
- Think big
Company HQ
London, UK
Leadership
Daniel Karger
(CTO)8+ years in building FinTechs; led the engineering team at MarketFinance. Only member of TaxScouts who loves doing his own taxes.
Kaupo Kõrv
(CPO)Founded an award winning boutique design agency in Estonia (Haiku) before co-founding TaxScouts. Leads product experience and design.
Mart Abramov
(CEO)Building world-changing products for 15 years. Skype; employee #9 at TransferWise UK; UK Head of Product at Intuit, before co-founding TaxScouts.
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