Customer Care Lead Business Analyst

About the Role

What you'll do...

The Customer Care Lead Business Analyst – SMB on the Process Excellence team plays a critical role in identifying, designing, and optimizing operational processes that enable frontline agents to deliver seamless customer experiences. This role reports directly to the Manager of Process Excellence and is responsible for building and maintaining the knowledge, content, and training infrastructure that powers Wave and SMB customer support. This role sits within H&R Block's Customer Care Enablement organization and serves as the primary partner for Wave support operations – working closely with Wave Customer Support leadership, product, and key cross-functional stakeholders within the SMB organization to ensure agents, content, and self-serve tools resolve customer issues effectively.

Day to day, you’ll…

Agent Knowledge, Training, & Quality

• Own Wave customer support knowledge base by creating, maintaining, and improving content as the SMB product evolves.

• Design and run new agent onboarding and identify opportunities to improve agent ramp times

• Partner with Wave Support Operations Manager to identify knowledge gaps from escalations, QA findings, and feedback from customers and close them

• Own the Wave customer support quality program, including scorecard administration, quality trend analysis, calibration activities, and identification of coaching opportunities in partnership with Customer Care Quality & Analytics.

• Monitor and analyze key operational and quality metrics including Agent Quality Score, Service Level Attainment, Cost per Resolution, Client Effort Score, onboarding effectiveness and agent ramp time. Use insights to recommend and implement improvements.

Process Excellence & Continuous Improvement

• Lead continuous improvement initiatives for Wave support operations by identifying process inefficiencies, conducting root cause analysis, and implementing solutions that improve customer and agent experiences.

• Develop and maintain process documentation, standard operating procedures (SOPs), and workflow maps to ensure consistency, scalability, and operational excellence across Wave support functions.

• Partner with Support Operations, Product, and cross-functional stakeholders to evaluate the impact of product, policy, and process changes and ensure successful operational adoption.

Chatbot Content & Product Change Management

• Own the content layer of Wave’s chatbot – conversation flows, deflection content, and escalation triggers – with the goal of continuously improving self-serve resolution rate.

• Translate product, policy, and process changes into support content, training materials, and operational readiness plans to ensure successful adoption by frontline agents and teams.

• Analyze escalation patterns with Wave Product Support & Insights to identify where Ada can deflect more effectively.

• Own Wave customer support knowledge base by creating, maintaining, and improving content as the SMB product evolves.

• Partner with Wave Support Operations Manager to identify knowledge gaps from escalations, QA findings, and feedback from customers and close them.

Agent Content Strategy & Governance

• Own Wave support content library – accuracy and consistency across channels we leverage with agents and establish governance standards for review cycles, ownership.

• Establish governance processes for content lifecycle management, including ownership, review cadence, version control, and audit practices to ensure accuracy and compliance.

• Identify opportunities to reduce agent handle time through better content – macros, templates, decision trees.

Required Qualifications

• BS/BA in a related field or an equivalent combination of education and experience

• 5+ years of experience in business analysis, preferably in a contact center environment or in support enablement, training & content at a SaaS or technology company

• Experience building knowledge bases and training programs for customer-facing support teams

• Comfort in highly matrixed organizations with strong influencing skills and driving priorities across stakeholders without direct authority

• Quality Assurance framework experience building scorecards, calibration processes, and coaching programs

• Strategic mindset with a commitment to continuous improvement and innovation

• Experience with performance metrics such as Service Level Attainment, Cost per Resolution, Client Effort Score, and Agent Quality Score

• Experience working with support enablement tools such as Zendesk, Ada, Guru, and Salesforce

• Exceptional communication and collaboration skills, along with a comfort working and leading in a cross-functional environment

• Creative and inspiring leadership skills that support learning with a bias for action and accountability while building and maintaining strong relationships

• The ability to think strategically and tactically with a persistent problem-solving mentality

Why work for us

At H&R Block, our purpose is simple: to provide help and inspire confidence in our clients and communities everywhere. For more than 70 years, we’ve led the tax industry and we continue to evolve through our Block Next strategy, blending human expertise with digital innovation. That same commitment to care extends to our associates. When you join us, you become part of a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact. We invest in your well-being through competitive pay, comprehensive benefits, and support for life both in and outside of work. Pay Range Information

The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan. Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage; can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit. Pay Range

$101,200.00 - $161,900.00/Yr.