Tax Team Lead

Remote in Philippines / Remote (US)

Job type Full-time Role Operations Visa US citizen/visa only

About the role

About doola doola is a dynamic company committed to simplifying the complexities of business formation, payment setup, compliance, taxes, and more. We empower entrepreneurs and businesses of all sizes to navigate the intricate landscape of financial and regulatory requirements with ease, allowing them to focus on what truly matters - building and growing their ventures. About the Role We are seeking a highly motivated and skilled Tax Team Lead to oversee our team of Tax Preparers at doola. As a Team Lead, you will be responsible for ensuring that client inquiries are addressed promptly and effectively, maintaining a high level of client satisfaction, and guiding your team to deliver exceptional service. This role requires strong leadership, a deep understanding of client management, the tax filing process, and the ability to thrive in a fast-paced, dynamic environment.

Key responsibilities

Assist Tax Preparers in resolving client inquiries and escalating technical issues to the appropriate teams.
Assist the team in preparing business tax returns (5472, 1065, 1120).
Provide coaching and feedback to team members to foster professional growth and improve performance.
Ensure that the team adheres to all service level agreements (SLAs) and client expectations.
Oversee the daily management of client-facing tax-related inquiries, ensuring that all tickets are cleared (Inbox Zero) by the end of each day.
Identify and flag recurring client pain points or systemic issues to the Team Manager for further investigation and resolution.
Track and report on team performance, including SLA adherence, client satisfaction scores, and daily ticket volume.
Act as an escalation point for any sensitive or difficult client interactions that require additional attention.

Skills and qualifications

Experience in managing or leading a tax team, preferably in preparing business returns (5472, 1065, 1120).
5+ years of experience working on tax filing preparation for businesses.
3+ years of experience working as a Team Lead or Manager.
Ability to manage multiple tasks and priorities efficiently, ensuring that client inquiries are responded to within SLAs.
Proficiency with ticketing systems such as HubSpot.
Strong reporting skills, including experience with tracking team performance and client metrics.
Ability to work in a U.S. timezone overlap (at least 4–6 hours/day).
Ability to manage difficult client interactions with professionalism and empathy.
Strong written and verbal communication skills, with the ability to communicate complex information clearly and empathetically.

Bonus qualifications

Advanced CRM/Helpdesk Tools Knowledge: Expertise in HubSpot or other ticketing systems for case management and reporting.
Process Improvement: Familiarity with continuous improvement methodologies.
Experience with Client Retention Strategies: Proven track record of improving client satisfaction and reducing churn within a service environment.

Why join us

Opportunity to work with a dynamic and innovative company at the forefront of the industry.
Collaborative and supportive team environment with opportunities for growth and development.
Competitive compensation package with insane opportunity for growth.

Company info

doola Founded: 2020 Batch: S20 Team Size: 43 Status: Active Location: New York

Additional details

doola is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. location: Remote in Philippines / Remote (US) employment_type: full_time experience_level: lead salary_range: over_120k application_url_or_email: https://www.ycombinator.com/companies/doola/jobs/6xGUxW3-tax-team-lead