Vice President of Customer Service

Vice President of Customer Service

Location: Irvine, CA | On-site || Department: Operations || Employment Type: Full-time

About the Role

Tax Processing Solutions is hiring a Vice President of Customer Service to own the strategy, operations, budget, and results of our client support organization. This is a high-volume contact center supporting tax-relief clients with inbound questions and case management. You’ll lead an onsite Customer Service team and BPO partners in multiple countries, and you’ll be accountable for service levels, quality, client experience, and cost-to-serve.

This is an executive operating role. You’ll set the standard for how clients are treated on the phone and in the case file. You’ll hold both captive and outsourced teams to that standard, and you’ll protect the budget while volume moves.

What You’ll Own

• Own end-to-end Customer Service operations for tax-relief clients, including inbound inquiries, case-status support, and case-management workflows.
• Lead onsite Customer Service managers, supervisors, and frontline staff, and manage the performance of multi-country BPO teams.
• Design and run the operating model across sites: coverage hours, volume routing, overflow, surge capacity, and business continuity.
• Own the Customer Service scorecard: service level, handle time, abandonment, first-contact resolution, quality/compliance, CSAT (or equivalent), occupancy, and case aging.
• Set QA, calibration, and coaching standards so every site handles tax-relief conversations with accuracy, empathy, and proper documentation.
• Manage the Customer Service budget, including onsite labor, BPO spend, tools, and overhead.
• Oversee BPO contracts and vendor performance, including SLAs, quality, staffing commitments, and data security. Drive corrective action when partners miss plan.
• Hire, develop, and manage the performance of onsite CS leadership. Hold staffing and results accountable across the network.
• Resolve major escalations, track complaint trends, and drive cross-functional fixes with the Operations, Compliance, Sales, and Resolution teams.
• Ensure seasonal and campaign readiness so that filing-season and notice-driven volume doesn’t break service or cost.

What You Bring

• 12+ years of progressive customer service, contact-center, or client-operations leadership, including senior ownership of a high-volume inbound center.
• Direct experience leading an onsite team and BPO, offshore, or nearshore partners in more than one country.
• Proven ownership of contact-center KPIs and a departmental budget.
• Experience in a regulated, documentation-heavy, or case-based environment.
• Strength in workforce management, quality, knowledge management, and escalation design.
• Vendor management and contract-performance experience, plus comfort with time zones, cultural differences, and data-security requirements.
• Executive presence and the ability to operate as a peer to Sales, Operations, Compliance, Finance, and Technology.
• A leadership style that is calm under volume and under scrutiny. You’re direct, fair, and specific with managers, and you coach to evidence.
• A commitment to protecting the client and the firm at the same time. Service quality and compliance are not a trade-off.
• Bachelor’s degree required; MBA or equivalent operating experience preferred.

Nice to Have

• Background in tax, tax resolution, debt relief, consumer finance, or professional services with high-emotion client conversations.
• Experience standing up or modernizing CCaaS, CRM, QA, and knowledge platforms, and practical use of AI in service.

Why You’ll Love Working Here

• Impact - Every day, you’ll help real people escape financial stress and rebuild their lives.
• Growth - We’re a rapidly expanding company with plenty of room for career advancement.
• Supportive Culture - We value collaboration and continuous learning.
• High Client Satisfaction - With thousands of 5-star reviews, our clients consistently praise our expertise and results.

We’re looking for passionate, driven individuals who want to make a real difference while building a rewarding career in a purpose-driven organization.

Compensation

Base Salary: $160,000 – $200,000 per year.

Bonus: This position is also eligible for a performance-based bonus tied to service quality and operating performance.

Total Compensation: The final salary offered will depend on factors such as experience, skills, qualifications, and location.

The salary range represents the Company’s good-faith estimate of the base salary it reasonably expects to pay at the time of hire.