Customer Experience Team Leader

About Us At H&R Block, we harness the strength of people helping people. Our core purpose is to empower our clients, associates, and communities everywhere. We are committed to an inclusive, high-performance culture where everyone feels valued. We focus on continuous improvement and have an ambitious transformation plan called Block Next—this multi-year initiative emphasizes innovation, enhancing client experience, and sustainable growth. It’s designed to revolutionize our operations and redefine leadership within our industry. If you thrive on challenges and are eager to make a significant impact in your community, consider joining our team! Your Role As a Customer Experience Team Leader, you will inspire associates to confidently assist clients in making informed choices about their finances, careers, and overall well-being. You will manage a dynamic H&R Block tax office, providing leadership and support to a team dedicated to excellent customer service. In this role, you will: Collaborate with the District General Manager to formulate and execute growth strategies for your office, including developing community partnerships. Assist in recruiting and onboarding talented tax office associates. Act as the main contact for clients with escalated service concerns. Ensure efficient scheduling of client appointments and swiftly address any conflicts. Oversee daily operations to ensure timely completion of tasks while maintaining high-quality standards and meeting overall goals. Create an engaging team atmosphere by coaching associates and recognizing exemplary performance. Lead daily meetings to relay essential updates to your team. Manage associate schedules and ensure accurate timekeeping. Prepare tax returns as needed. Conduct performance reviews and collaborate with the Associate Relations Center to resolve any associate-related issues. Your Qualifications Experience in a customer service environment, such as a shift leader or supervisory role. Prior experience managing or supervising a team. Successful completion of H&R Block's Tax Knowledge Assessment or Income Tax Course (if preparing tax returns). Annual completion of continuing education and compliance with all IRS and state requirements. Proficient in computer applications, especially MS Office. Ability to work independently and thrive with minimal supervision. A strong customer-centric mindset, with resilience and determination. Willingness to work a flexible schedule based on business needs. High school diploma or equivalent, or higher. Why Join Us? At H&R Block, we invest in our employees' total well-being. Our comprehensive benefits help associates with their health, wellness, and financial security needs: Employee Assistance Program. Wellness program to foster healthy habits. Support for neurodiversity and caregivers. Discounts on various products and services. Eligibility for Medical Coverage, 401(k) Retirement Savings, and Employee Stock Purchase Plans. Our Commitment to You We are dedicated to cultivating a workplace culture of trust, care, and community. Here, every employee can bring their authentic self to work and feel included. If you’re ready to make a positive impact, consider a career with H&R Block, where your contributions will be valued. The pay range for this position is $15.00 - $65.00/hr. Local minimum wage laws apply, and individual compensation will be determined based on experience, education, skills, and geographic considerations. Join us in making a difference!

Created: 2026-03-15