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Job Details

2020-17041 -

TurboTax Live Tax Team Lead

Location(s): Mississauga, Canada
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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

Ready for a new seasonal opportunity with the #1 tax software company in Canada? If you have experience managing front line customer service team and highly motivated and love communicating directly with customers, you could be a perfect match for this Seasonal Canada TurboTax Live Team Lead opportunity.  As a TurboTax Live Team Lead, you will empower Intuit customers by supporting the front line agents and business supporting TurboTax Live. 

TurboTax is the #1 best-selling brand of tax preparation software in Canada. Year over year, Intuit has been recognized as a best employer and is consistently ranked on Fortune’s “100 Best Companies to Work for” and Fortune World’s “Most Admired Software Companies.”

What you'll bring

  • 5+ years of experience in a paid professional tax preparation role, using tax preparation software
  • Minimum of 250-300 tax returns, per tax season
  • 3+ years in a team leadership role
  • Comprehensive knowledge of tax regulations/laws
  • Knowledge/experience preparing Quebec tax (TP1) returns considered an asset
  • Professional accounting designations or other credentials considered an asset
  • Highly technical and comfortable with Windows, Mac & mobile platforms
  • Excellent written and verbal communication skills
  • Bilingual proficiency (English and French, read/write and speak) considered an asset
  • Previous experience as a Tax Expert with Intuit considered an asset
  • Call center experience is considered an asset
  • Strong customer service and customer experience acumen
  • Previous training/teaching experience considered an asset
  • Proficiency in MS Office, as well as Google Docs, preferred
  • Flexibility in availability/schedule

How you will lead

  • Supports, coaches, trains and guides a team of Tax Experts as they assist customers with tax questions and tax advice
  • Teaches experts how to research and troubleshoot tax questions
  • Reviews and approves work of Experts and Associates
  • Prepares and delivers training/webinar materials to be shared with associates and experts
  • Handles or joins customer contacts that are complex and challenging
  • Handle customer escalation calls and assist in resolution to deliver an exceptional customer experience
  • Coach, mentor and provide performance feedback to experts
  • Monitor agents to ensure compliance with CRA and MRQ.
  • Be the first point of contact on expert pain points.
  • Effectively addresses the unique issues of managing remote employees.
  • High engagement with customers, experts, and key business individuals to ensure E2E customer service goal is met or exceeded
  • Desire to teach/build capability in others.

 

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