Company Overview

Job Overview

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.

Responsibilities

• In this role, you will lead a team of Tax Experts that will help our customers complete their taxes using Intuit TurboTax products. Your team will accelerate our goal of Powering Prosperity Around the World by providing tax guidance and reviewing personal tax returns for customers completing their tax return on their own, full service return preparation, and managing product/software inquiries.
• You will be challenged to create a high performance culture that empowers Tax Experts to provide world-class service to our customers through rigorous mentoring, coaching, and Performance Management.
• You will use our state of the art video communication software to interact with customers, Tax Experts, and cross-functional partners, and you will document your interactions to maintain accurate records.

Qualifications

• You have a minimum of 3+ years of experience managing and leading a remote customer-facing team and/or 3+ years of experience managing a team of tax preparation professionals.
• You have an understanding of how to lead a team, manage conflicts, and provide guidance to empower your team to do the best work of their lives.
• You are passionate about providing world class customer service by taking extreme ownership of all customer interactions, and you’re committed to enhancing our brand by delighting our customers.
• You possess excellent customer service skills, and you are excited to interact with customers and colleagues through video and audio tools in a professional, friendly, and confident manner.
• You are willing and available to work hours outside of a normal schedule as needed during our peak season from February to early May

Asset Qualifications:

• Demonstrated bilingual proficiency in English and French.
• Experience preparing Personal Tax (T1) Returns.
• Experience preparing Business Tax (T2) Returns.
• Experience preparing Quebec Tax (TP1) Returns.

Skills & Abilities:

• Tax Expertise - Demonstrates a fundamental understanding of tax laws and concepts. Proven ability to seek out additional learning opportunities to increase knowledge and learn about year-over-year changes and has the ability to help train others.
• Effective Communication - Influences and teaches direct teams how to provide high quality service. Uses written and verbal communication skills to provide exceptional service when speaking with customers. Practices active listening to develop empathy and understand customer pain points.
• Complex Problem Solving - Shows expertise in solving for complex and unprecedented issues for the customer even in a changing and dynamic environment. Leverages data sources and multiple tools to diagnose hard problems and anticipate for future needs.
• Research / Resourcefulness - Demonstrates curiosity and interest in continuous learning. Proactively seeks learning opportunities that will help increase the knowledge and ease of use of the various tools and resources available. Confidently follows procedures and looks for resources to deliver suitable solutions for all customers.
• Technical Acumen - Shows interest in learning about the tools needed for the role and demonstrates the ability to troubleshoot technical issues. Actively contributes to the team by participating in the testing and prototyping of innovative solutions to improve customer experiences.