Canada - Seasonal Supportability Specialist

Company Overview

Job Overview

About the Team & Role Overview: Come join the North America Social team within the Intuit Customer Success Team, a team dedicated to leading inclusively, championing diversity, and fostering an empowering work environment. As a Social Moderator, you will be responsible for supporting Intuit's brand presence and voice across a variety of social and digital platforms, which currently include (but are not limited to) Facebook, X (Twitter), Instagram, TikTok, Google Play, and Apple iOS mobile app reviews.

This role operates in a dynamic and constantly evolving digital landscape, requiring adaptability and a proactive approach to changing consumer needs and platform functionalities. It demands individuals who are courageous, possess a strong social mindset, and thrive in fast-evolving environments. You will be providing escalation support to frontline agents and interacting directly with consumers on multiple social and digital platforms, ensuring they receive the best service and care possible. Your responsibilities also include monitoring daily activity on public channels, gathering customer insights, and actively engaging with cross-functional teams to deliver exceptional customer experiences.

Social Moderators act as subject matter experts, offering guidance to resolve moderate to complex situations and bridging connections between internal and external partners. You will be expected to display initiative, integrity, and a customer-obsessed approach, demonstrating a commitment to being a brand ambassador and focusing on business excellence through sustainable processes. This team is dynamic, consistently seeking to improve processes and deliver positive suggestions to streamline operations.

Responsibilities

• Customer Engagement & Support:
• Respond to customer concerns and inquiries via social media and digital channels, including product app reviews and online Q&A platforms.
• Interact with internal collaborators and customers through unscripted, natural, and transparent written communication, utilizing exceptional soft skills to acknowledge and empathize in every interaction.
• Understand customer concerns to find the root cause of problems and use all available resources to provide 100% accurate responses.
• Provide social care and engage with escalated cases as needed.
• Be responsible for ensuring comprehensive and timely responses to Q&A for products on designated e-commerce and retail platforms (e.g., U.S. Amazon, Bazaarvoice).
• Support the team by exercising business acumen to protect and represent the Intuit brand, and to resolve customer issues.
• Insight Generation & Cross-functional Collaboration:
• Translate "voice of the customer" feedback into tangible and meaningful data that will provide the business with insights on customers, agents, and company products.
• Compile data and work cross-functionally with internal collaborators regarding emerging issues, customer concerns, product defects, and enhancement opportunities, ensuring communication loops are closed with our customers and experts.
• Collaborate effectively with internal and external partners to bring ideas to market.
• Determine appropriate action plans for high-touch and sensitive issues on social media, including seeking the execution of response plans for controversial topics.
• Proactively engage in helping resolve emerging issues and handle ad-hoc requests as needed.
• Build and maintain relationships with internal and external partners.
• Engage with cross-functional teams to bridge gaps and resolve complex issues in the customer journey.
• Quality & Process Improvement:
• Manage the overall quality of all social and digital channels.
• Identify key opportunities and provide feedback to continuously improve processes and workflows.
• Consistently meet defined quality and productivity goals and metrics.
• Continuously update and stay current with team reports and processes.
• Report defects and incorrect/outdated content.
• Track ALL responses.
• Team Contribution:
• Showcase impeccable management and organizational skills to handle numerous projects across multiple channels.
• Continuously participate within a team setting to execute tasks and share best practices, including social and digital insights.
• Be a dedicated team player within a high-performing team and maintain an advanced level of engagement with a focus on customer success.

Qualifications

• Experience:
• Customer service experience.
• Able to communicate clearly, provide feedback, and foster collaboration with frontline support agents, colleagues. and customers.
• Strong online community, forum, membership group, or social experience in a personal or professional setting is a plus.
• Communication & Comprehension:
• Exceptional written and verbal communication skills, including spelling, grammar, and English composition without dependence on AI.
• Meticulous attention to detail and great reading comprehension.
• Proven ability to articulate written responses precisely and accurately.
• Familiarity with the nuances of online interactions.
• Displays exceptional communication skills when interacting with different audience levels in a written and verbal format.
• Maintains an open mind with good judgment and awareness to protect the brand while in a public space.
• Technical & Analytical:
• Strong problem-solving, investigative, and critical thinking skills.
• Typing proficiency and a solid grasp of technological, computer-based practices and software, such as operating systems.
• Working knowledge and understanding of social media platforms and etiquette.
• Understanding of community principles and how to engage with a broad user base.
• Ability to multitask and decipher content from different media avenues (Instant Messenger, Email, FAQs) and internet browsers to communicate information to a third party.
• Technical troubleshooting abilities and knowledge of Microsoft Office and Google Suite.
• Fast learner with the ability to evaluate unique and complex problems and recommend viable solutions.
• Work Ethic & Adaptability:
• Ability to adapt quickly to ever-changing situations and proactively develop solutions.
• Established work ethic and capable of taking personal accountability for accuracy and high-quality outputs.
• Capable of demonstrating integrity to core team values with minimal supervision.
• Highly motivated self-starter that demonstrates initiative and requires minimal supervision.

Preferred Qualifications:

• Tax-related expertise.
• Canada: Fluent in English and French (Bilingual).

Important Notes:

• This is a seasonal position.
• The work schedule includes at least, but is not limited to, one day per weekend (Saturday or Sunday).

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. 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 fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is: