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Job Details

2020-17074 -

Manager 1 Service and Support

Location(s): Eagle, Idaho
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Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. With products like TurboTax, QuickBooks and Mint, we’re using technology to build solutions to challenging financial problems for millions of people around the world.

Overview

Come join the Small Business & Self Employed Group (SBSEG) as a Customer Success Frontline Manager for the Premium Care team in [Boise, ID].

The Premium Customer Care team’s primary focus is to serve our Small Business customers and to be their voice!  They fuel Intuit’s customer obsession and are “the champion of those who dare to dream”. Premium Customer Care Experts act as small business consultants, holding consultative conversations and using probing questions to uncover customer pain points while looking for opportunities to match Intuit offerings as solutions.  Experts also constantly challenge the status quo to seek ways to continually improve the overall customer experience. They help deliver exceptional customer experiences daily, and participate in projects and experiments as needed, with the goal of influencing the continued evolution of world-class products and support models that serve the customer point of view.

In this essential role, you will be a transformational leader contributing to and enabling the delivery of awesome customer experiences.  You will oversee running the day to day business as well as constantly experimenting to improve product and process improvements.  Our teams are routinely looking for ways to improve their processes to give customers an extraordinary experience.  As such, we often work in imperfect situations, yet we strive to deliver excellence to all of our customers – internal and external.  If you think you are tough enough – and compassionate enough – to deliver excellent experiences to our experts and customers with high expectations, apply now.  If this doesn’t describe you 100% and you are not ready to give it your all, this isn’t the job for you.  We can’t promise it will be easy, but we can promise it will be time well spent.

What you'll bring

  • Experience leading customer-facing teams in an innovative environment preferred
  • Excellent verbal and written communication skills
  • Proficiency in MS Office and CRM (SalesForce preferred), with the ability to quickly learn other proprietary systems and tools
  • Excellent organizational and priority management skills
  • Comfortable working under pressure in a fast-paced environment
  • Customer obsessed mindset for both internal and external customers
  • Demonstrate an entrepreneurial perspective (envisioning new and innovative ideas and approaches and taking them to fruition).
  • Create a 360 degree feedback environment where people are encouraged to share information, constructively debate, and communicate freely.
  • Proactively build and maintain strong relationships and networks that enable current performance and future growth.

 

 

How you will lead

 

  • Effectively lead and coach a team of Premium Care experts to deliver awesome assisted care experiences for our customers by phone, video or chat that solve for today and the future
  • Drive innovative impact - continuously assess, and if necessary, redesign or recommend improvements to processes to ensure that they are sustainable and scalable to drive ease for customers and employees across the care experience
  • Encourage, motivate, mentor and develop our experts and build a high performing, engaged team that exceeds expected outcomes and prepares experts for future mobility opportunities.
  • Utilize key metrics and leading indicators to understand how we are performing for customers, where we can improve and identify priorities to improve the experience
  • Align the team with business goals and understand the connections across organizational boundaries.
  • Apply a Performance Management mindset to quickly identify opportunities with team members, working with individuals to clearly define expectations and prepare effective development plans.
  • Own end-to-end successful delivery of innovative experimentation and projects through collaboration across functions and organizations
  • Provide change leadership by positively embracing operational transformations, role modelling the integration of new ways to do things, and helping their team quickly and successfully come along on the journey
  • Partner with operations and other teams to ensure efficient utilization of resources, goal achievement and financial objectives
  • Role model Intuit’s values daily, and lead by example

 

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Conrad Intuit employee
"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."
Alexandria at work
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 at work
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 at work
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."
Photo of Natalie
Natalie Intuit employee
"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 at work
Emily Intuit employee
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Alexandria at work
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Troy at work
Troy Intuit employee
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Alexandria at work
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 at work
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 at work
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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