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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Expert Help Senior Analyst - **Company:** HRB Digital LLC. - **Location:** United States - **Experience:** Expert - **Salary:** $62,800.0 - $94,200.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Computer Literacy, Issue Tracking Systems, Microsoft Office - **Published:** June 7, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=8377e1c84e5ae407 ## About the Role Do you have experience in State tax?, Do you have a Bachelor's degree?, * Bachelor's degree in accounting, finance, or an equivalent combination of education and experience * 1 to 2 years experience supporting clients in customer care virtual or chat-based environment on complex scenarios; or similar * Strong knowledge of federal and state tax law * Ability to analyze performance data and identify actionable insights * Strong written and verbal communication skills Comfort operating in fast-paced, seasonal, and evolving environments Strong computer proficiency, including Microsoft Office * Familiarity with AI-enabled tools, automation, or support workflows * Certification - Enrolled Agent (EA) or Circular 230 designation required within two years of employment It would be even better if you also had...: * Experience in training, quality, operations, or workforce support roles * Prior mentoring, coaching, or informal leadership experience * Experience working with offshore or distributed teams ## Description Our Company: We care about helping people. Our purpose is to provide help and inspire confidence in our clients and communities everywhere. Our associates feel a sense of belonging in an inclusive place with an amazing history and a sharp focus on our future. Our connected culture is who we are and how we work together to achieve our strategies, accelerate our transformation, and achieve extraordinary results. It's an exciting time to be a part of H&R Block! What you'll do...: As an Expert Help Senior Analyst, you'll play a critical role in enabling high-quality, scalable virtual tax support across the Expert Help Chat (EHC) organization. You'll contribute across multiple focus areas including client support, agent readiness, operational performance, experience insights, and continuous improvement to ensure both clients and agents are set up for success. Senior Analysts may specialize in specific areas over time (e.g., training, experience, engagement, or real-time operations), while remaining collectively accountable for service quality, readiness, and client experience outcomes. Outside of peak season, you'll continue supporting EHC clients while contributing to training, documentation, process improvement, and cross-functional initiatives that drive quality, efficiency, and innovation. Day to day, you'll… * Provide accurate federal and state tax guidance, including complex scenarios, and support escalated client interactions with professionalism and empathy * Serve as a subject matter expert for agents and leaders by offering real-time guidance and supporting onboarding, training, and ongoing skill readiness * Review chats and performance data to identify trends, support issue tracking and root cause analysis, and drive actionable improvements * Monitor key performance indicators and assist with real-time issue escalation to support operational stability * Partner cross-functionally to balance quality, efficiency, and client satisfaction while contributing to initiatives that improve the Expert Help experience ## Related Videos - [Recruiting in 2025: Will AI Help or Take Over?](https://www.wearedevelopers.com/videos/1301-recruiting-in-2025-will-ai-help-or-take-over) - [Tackling the Risks of AI - With AI](https://www.wearedevelopers.com/videos/1690-tackling-the-risks-of-ai-with-ai) - [Building Employee Experience Through Everyday Interactions](https://www.wearedevelopers.com/videos/1763-building-employee-experience-through-everyday-interactions) - [7 tips for releasing on a Friday afternoon: YouTrack to the rescue](https://www.wearedevelopers.com/videos/204-7-tips-for-releasing-on-a-friday-afternoon-youtrack-to-the-rescue) - [HR Tech: An Essential Ingredient for Tech-Driven Business Transformation](https://www.wearedevelopers.com/videos/1482-hr-tech-an-essential-ingredient-for-tech-driven-business-transformation) - [Startup Presentation: Dealing with the bug Mafia](https://www.wearedevelopers.com/videos/1175-startup-presentation-dealing-with-the-bug-mafia) ## Related Articles - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [What Industries Outside of AI Are Hiring The Most AI Experts?](https://www.wearedevelopers.com/magazine/98-what-industries-outside-of-ai-are-hiring-the-most-ai-experts) - [Data Analyst Salary Austria](https://www.wearedevelopers.com/magazine/275-data-analyst-salary-austria) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [How to Become an AI Engineer](https://www.wearedevelopers.com/magazine/331-how-to-become-an-ai-engineer) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer)