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Job Details

2020-16982 -

Customer Success Content Specialist

Location(s): Mexico City, Mexico
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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

Join the Intuit Customer Success team as a Content Specialist supporting small businesses, accountants, and self-employed individuals in Mexico. We’re looking to grow our team of talented individuals to help optimise the support experience and lead our customers to success.

As a Customer Success Content Specialist, you’ll be pivotal in delivering an awesome product and service experience for customers using our online suite of products.

The Customer Success team provides customer support for the QuickBooks Online, QuickBooks Desktop, and QuickBooks Self-Employed software for accountants, small business owners, and self-employed individuals in (add your geo).

The Content Specialistwill take their creativity and enthusiasm and add it to their strong analytical and problem solving mindset using the latest Social/Community best practices to engage with customers online. The ideal candidate with be an empathetic, friendly, approachable team player with a learning and forward-thinking mindset.

What you'll bring

  • Proven experience and a passion for social media programs that drive customer experience.
  • Customer-facing writing skills: Able to write in a clear, explanatory and customer-focused manner, with a demonstrated strong command over the English language.
  • Experience of engaging customers using social media technologies, platforms, listening programs and tracking/analytics.
  • Previous experience of leveraging influencer communities and managing content strategies to maximize customer engagement.
  • Excellent communication skills; ability to communicate technical and business requirements, business cases and other findings across organizational levels.
  • Demonstrated ability and self-motivation to excel within an environment of continuous change.
  • Empathetic, friendly, approachable, and a team player with a learning and forward-thinking mindset.
  • Proven ability to use MS Office applications, in particular Excel and PowerPoint.
  • Experience with SalesForce and social media management tools such as Lithium will be an added advantage.
  • Results oriented, while respecting people and maintaining integrity without compromise.
  • Ability to manage multiple priorities within a fast-paced environment. 

How you will lead

  • Work closely with Social & Community Programme Managers, partner agents and other stakeholders (Marketing, Sales, Product, Care) to execute on the Social and Community Strategy. 
  • Social and Community moderation, coaching and monitoring (with partners/agents) to ensure high quality of answers provided.
  • Social monitoring and proactive/editorial engagement (with internal and external partners)
  • Building and nurturing AllStar program and overall community health/engagement
  • Maintain strong relationships via digital communities (e.g. Facebook accountant communities, LinkedIn, small business and self-employed forums)
  • Proactive listening, 3rd party review sites (e.g. Amazon reviews, consumer forums), and engagement
  • Measure, analyze and report on customer engagement metrics pertaining to our Social channels, sharing insights and partner with relevant groups on opportunities and problems identified in this channel.
  • Design experiments and use data to make decisions about the impact of various social media and word of mouth efforts.
  • Design innovative and creative solutions to address insights gained through data and experiments in the Social space.
  • Create mitigation plans through social platforms for customer problems that cannot be otherwise addressed.
  • Manage emerging product issues and escalations and drive a rapid, coordinated response across product management, marketing and support.
  • Customer-focused, with a passion for delivering the best possible customer experience
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"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."
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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 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."
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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."
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
"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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"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 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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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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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 know that as a product manager at Intuit, my impact matters. Our products support millions of small businesses and individuals around the globe with their finances, delivering more money and fueling the success of real people."

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