Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Job Overview

Join the Office of the President (OOP) Non-Executive Team as a full-time Case Manager and be a part of our world class customer support team. OOP handles high velocity customer escalations by working directly with customers and collaborating internally across all of Intuit’s Business Units (BUs) in effort to quickly achieve issue resolution. Our team strives to learn from trending issues to eliminate customer pain points for not only the customer who escalated, but for all customers facing the issue. We seek individuals who are passionate about delivering world-class customer support and are committed to influencing meaningful change throughout the enterprise. Ideal candidates are detail-oriented, patient, inquisitive, dedicated to putting our customers first, and have a thorough understanding of Intuit products and services.

Qualifications

General

Flexible and adaptable to work occasional weekend shifts and adjust to business needs
Effective communicator to both technical and non-technical audiences
Demonstrated ability to work independently and within a team, with strong organizational and time management skills
Detail-oriented and can manage complex assignments, exercising good judgment in decision-making
Analytical thinker who makes data-driven decisions and transforms insights into actionable plans
Exceptional communication skills, including business writing and presentations across different levels of the organization
Ability to use data to motivate, inspire, and drive implementation of innovative and best-in-class improvements
Proven track record in leveraging data and insight-backed strategies to drive execution
Strong cross-functional collaboration skills with a "win-together mentality"
Bachelor's Degree Preferred; Equivalent work experience considered

Project Management

Strong project management skills to prioritize and drive cross-functional initiatives
Demonstrated understanding of project management processes, strategies, and methods
Business acumen and creativity to generate innovative ideas and identify new opportunities to advance the business

Customer Facing

Ability to de-escalate and empathize with customers, providing excellent and highly detailed customer service
Proven record of solving complex customer inquiries
Familiarity with accounting principles and business administration, with experience in multiple Intuit product lines (preferred)

Responsibilities

Serve as the primary point of contact and Case Manager for non-executive escalations, managing the entire process from start to finish.
Utilize OOP's Salesforce-based case management system to effectively track and prioritize escalations, and collaborate with internal teams to achieve timely issue resolution.
Communicate confidently and effectively with customers, and cross-functional stakeholders throughout the escalation process, providing regular updates as needed including a close-loop resolution summary.
Analyze customer concerns and provide timely recommendations to improve products, services, and processes across the organization.
Conduct deep dives on customer journeys leading to escalation, leveraging existing data to support the voice of the customer mechanisms across the company.
Build and maintain positive relationships with internal stakeholders and cross-functional teams, promoting effective collaboration and improving operational efficiencies across the company.
Stay up to date on Intuit's products and services and always maintain ethical and professional conduct.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is Southern California $39.50 - 53.50. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

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Alexandria Intuit employee

"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."

Emily Intuit employee

"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."

Troy Intuit employee

"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."

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"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."

Emily Intuit employee

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"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."

Troy Intuit employee

"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."

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Emily Intuit employee

"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."

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Chelsia Intuit employee

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Troy Intuit employee

"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."

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