Enter your search term above OR select from the following categories:
- Software Engineering
- Data
- Design & User Experience
- Product Management
- Tax
- Bookkeeping
- Administration
- Business Development
- Corporate Strategy & Development
- Customer Service & Support
- Executive
- Finance & Operations
- General Management
- Human Resources
- Information Technology
- Interns & New College Grads
- Legal
- Marketing
- Project & Program Management
- Real Estate & Workplace Services
- Sales
Supportability Specialist
Location(s): RemoteCompany 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.
Job Overview
Come join the North America Social team within the Intuit Consumer Group where we lead inclusively, champion diversity, and foster an empowering work environment. As a Seasonal Social Lead, you will be responsible for supporting our brand presence and voice on social media (Facebook, Twitter, Instagram, and TikTok) and digital platforms, including mobile app reviews, such as Google Play and Apple iOS. Social Leads are courageous, have a social mindset, and thrive in fast evolving environments.
Your responsibilities will include interacting with consumers on multiple social and digital platforms with different algorithms, and ensuring they are provided with the best service and care possible. You will also monitor daily activity of all contributors to our public channels, gather insights, and actively engage with cross-functional teams to deliver awesome customer experiences. Part of your responsibilities are to build and maintain relationships with key stakeholders to ensure our social and digital channels are healthy and continue to be an interactive place where customers can obtain assistance. You must display initiative and integrity, and be customer obsessed. We are a team of subject matter experts that offer guidance to resolve moderate to complex situations and bridge the connection between internal and external stakeholders. We demonstrate our commitment to being brand ambassadors and passionately focus on delivering business excellence through an interconnected system of sustainable processes.
Please note that this is a seasonal position, and the work schedule includes at least one day per weekend (Saturday or Sunday).
Responsibilities
- Respond to customer concerns and inquiries via social media and digital channels, including product app reviews and online Q&A platforms
- Interact with internal stakeholders and customers through unscripted, natural, and transparent written communication
- Use exceptional soft skills to acknowledge and empathize with customers during every interaction
- Decipher customer concerns to find the root cause of the problem and utilize all available resources to provide 100% accurate responses
- Translate voice of the customer feedback into tangible and meaningful data that will have a significant impact for the business and provide insights about agents, company products, and customers
- Compile data and work cross-functionally with internal stakeholders regarding emerging issues, customer concerns, product defects, and enhancement opportunities, and close communication loops with the community
- 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
- Showcase impeccable management and organizational skills to handle numerous projects across multiple channels
- Identify key opportunities and provide feedback to continuously improve processes and workflows
- Manage the overall quality of all the social and digital channels
- Consistently meet defined quality and productivity goals and metrics
- Support the team by exercising business acumen to protect and represent the Intuit brand, and to resolve customer issues
- Continuously participate within a team setting to execute tasks and share best practices, including social and digital insights
- Be a team player within a high performing team and maintain an advanced level of engagement with a focus on customer success
Qualifications
- Customer service experience
- Fluent in English and Spanish - Bilingual preferred but not required
- Exceptional written and verbal communication skills, including spelling, grammar, and English composition
- Meticulous attention to detail and great reading comprehension
- Proven ability to articulate written responses precisely and accurately
- Strong problem solving, investigative, and critical thinking skills
- Typing proficiency and solid grasp of technological, computer-based practices and software, such as operating systems and internet browsers
- Technical troubleshooting abilities and knowledge of Microsoft Office and Google Suite
- 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
- Working knowledge and understanding of social media platforms and etiquette
- Understanding of community principles and how to engage with a broad user base
- Experience interacting with influential users on social media and online communities
- Strong online community, forum, membership group, or social experience in a personal or professional setting a plus
- Ability to multitask and decipher content from different media avenues (Instant Messenger, Email, FAQs) in order to communicate information to a third party
- Familiar with the nuances of online interactions
- Capable of demonstrating integrity to core team values with minimal supervision
- Tax-related expertise preferred but not required
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is New York $30.00 - $41.00, Colorado $24.50 - $33.00, Bay Area California $39.00 - 53.00, Southern California $31.50 - 43.00, Washington $28.50 - $38.50, Washington D.C. $24.50 - $33.00. 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.
"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."
"It’s important to always strive for improvement, even if you’re already in a good place."
"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."
"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."
"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."
"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."
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
"Designing at Intuit feels special because we're not just making things to make things. We're tackling real, consequential financial problems voiced by small businesses, self-employed, and individuals around the world. I'm grateful to have such a worthy and motivating mission when I go to work – powering prosperity around the world."
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
"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."
"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."
"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."
"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."
"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."
"By feeding our customers' data through machine learning algorithms, we uncover valuable insights that empower millions of customers to feel more confident about their financial future."
"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."
"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."
"We use the latest Native frameworks for iOS and Android to deliver a truly delightful mobile-first experience for our customers. I love that we're enabling millions of customers to improve their financial health, all under a world-class mobile experience."
"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."
"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."
"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."
"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."
"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."
Hear from our employees
Conrad De Peuter
Senior Data Scientist - Machine Learning Futures Group
Conrad leverages tools like natural language processing and machine learning to help tax analysts and small business owners use TurboTax and QuickBooks more efficiently. For Conrad, Intuit is a great place to learn, grow, and take full ownership of your career path.
Award-winning culture, best-in-class benefits
Culture and values
Intuit's company culture is rooted in our core values, which promote an innovative and inclusive environment where diverse perspectives and new ideas are celebrated.
More about Intuit life play_arrow
Benefits we offer
People who give their best deserve the best in return. We offer rewards that include everything you’d expect, and even more that you wouldn’t. Enjoy the best in class perks and benefits at Intuit.
More about our benefits play_arrow
Hiring process
From set-up to sign-off, everything you need to know for a successful interview with Intuit, including how to request reasonable interview accommodations.
More about our hiring process play_arrowEOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.
Related Content
-
Corporate Responsibility at Intuit
We're dedicated to making a positive impact for our team, our environment, and our community.
-
Diversity, Equity & Inclusion
We're committed to providing a diverse and equitable workplace that empowers everyone to do the best work of their lives.
-
Intuit's Focus on Sustainability
Our sustainability initiatives are reducing our carbon footprint to help improve the health of our planet.