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SBSEG Service & Support Domain Expert
Location(s): RemoteCompany Overview
Intuit is a global technology platform that helps consumers and small businesses overcome their most important financial challenges. Serving more than 100 million customers worldwide with 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 Small Business & Self-Employed Group (SBSEG) as a Service & Support Domain Expert for Accountant Customer Success.
The Accountant Customer Care expert’s primary focus is to serve our Accountant professionals product needs and to be their voice! They fuel Intuit’s customer obsession and are “the champion of those who dare to dream”. Customer Care experts act as small business consultants using probing questions to uncover customer pain points while looking for opportunities to match Intuit offerings as solutions. Our experts constantly challenge the status quo to seek ways to continually improve the overall experience for Accountants and their clients. They help deliver exceptional customer experiences, 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 deliver awesome customer experiences. Our experts are frequently the first to test new products, processes and tools so that they can be refined and improved prior to general launch. As such, we often work in imperfect situations, yet we strive to deliver excellence to all of our customers.
Qualifications
- Certification/Credential: Quickbooks ProAdvisor Online certification required. CPA or CPB preferred.
- Minimum 2 years experience working with QBO preferred. Recent experience preparing/managing books for a Small Business or working as a bookkeeper or accountant
- Excellent verbal and written communication skills, inspiring confidence and reassurance while leading customers
- Customer obsessed mindset and skill in handling difficult situations
- A keen problem solver, proactive and solution-oriented; confident and able to take charge, act quickly, and guide others through complex situations
- Proficient with technology; solid knowledge of computer operations and software
- Flexibility to adapt and thrive as Intuit’s business needs evolve
- Ability to articulate any limitations of data, as well as identify customer insights from data
- Ability to manage multiple priorities within a fast paced and high-volume environment and make good decisions
- Ability to work in a team environment
- Knowledge of accountant domain and accounting firm environments and/or experience working as an accountant or bookkeeper, or supporting an accounting firm
- Degree: 4-year degree preferred, not required
Responsibilities
- Deliver awesome customer care experiences for Intuit’s small business premium customers, by working directly with them by phone, video or chat
- Be the first point of contact to resolve challenging customer inquiries with empathy and compassion using appropriate problem-solving strategies, troubleshooting skills, knowledge management tools, and owning the outcome from start to finish
- Initiate and engage in consultative conversations to uncover customer pain points and, as appropriate, recommend other Intuit offerings as solutions
- Manage time effectively and juggle multiple tasks with a sense of urgency
- Learn multiple Intuit products and services, including Quickbooks Desktop, QuickBooks Online and Payroll-- keeping all product and service knowledge up to date
- Effectively communicate information with relevant stakeholders and leadership by sharing both technical and business issues in a clear and concise manner
- Ability to evaluate a customer issue and determine if the unexpected result is a product, process or people issue, and then act appropriately to resolve
- May participate in experiment design sessions that articulate the customer experience and drive change using data
- Demonstrate adherence to Intuit’s values
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is NY $20.00 - $23.70, CO $19.00 - $22.60, CA $20.00 - $23.70, WA $19.00 - $22.60. 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
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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.
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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.
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From set-up to sign-off, everything you need to know for a successful interview with Intuit, including how to request reasonable interview accommodations.
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Our culture and entrepreneurial spirit have earned us a spot on “Best Companies to Work For” lists year after year. Join us in our mission to power prosperity around the world.
EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.
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