Thrive Testing and Insights Specialist: QuickBooks Product Expert

Job Overview

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

Intuit's Customer Success team within the Global Small Business Group is transforming the industry with a suite of high-touch professional services powered by data-driven, technology-lead operations and a distributed professional workforce.

On the Thrive Continuous Innovation and xTest Team, you will be part of a cross-organizational group to help define and drive new service experiences and transform Customer Success into a world class, service-centric organization that is never satisfied losing a customer. In this specialized role, you’ll partner with business owners and cross functional teams to design and optimize our customer journeys and end-to-end life-cycles as we look to transform our organization and transition into a service-based business.

Responsibilities

What you will deliver

• Define experimentation to alleviate customer pain points & optimize efficiencies
• Explicit ownership to actively investigate and deliver customer needs through effective questioning, listening, and documentation
• Advocate on customers’ behalf to drive change with measurable impact and improvement, taking action to transform ideas into results
• Perform deep dives on expert experiences by reviewing files, calls, and chats
• Gather expert feedback through surveys and roundtable discussions
• Work with cross-functional teams in leadership, software development, and service delivery to present findings and implement feedback
• Foster a team culture of excellence and growth

How you will lead

• Create high quality customer interactions and experiences that instill confidence using deep customer empathy and your extensive knowledge of QuickBooks software
• Take proactive initiative to focus on highest priorities while operating with minimal supervision and direction
• Build positive working relationships with collaborators across groups
• Communicate with clarity and responsiveness to team and stakeholders
• Recognize and work through barriers with minimal coaching
• Drive creative and effective problem solving and decision making  
• Demonstrate continuous self-driven development in pursuit of honing core work crafts to disrupt the norm, influence change, and scale solutions

Expectations

• Keep up to date with service training & standards
• Seasonal, full time
• Work within core business operating hours - 8AM-5PM PST
• Travel as needed

Qualifications

What you'll bring

• Previous customer service experience with an Intuit Partner – one year or more
• Ability to quickly learn and adopt new technical tools and processes with minimal support
• Must have (or be willing to obtain) a dedicated hardwired internet connection
• Strong Research skills and the ability to quickly use online resources to find answers
• Delightful customer service skills and willingness to utilize audio/visual tools to communicate with customers
• Comfortable interacting with customers through video, in a professional way that represents the Intuit QuickBooks brand well
• Friendly and reassuring on camera
• Strong written and verbal communication skills with the ability to articulate your thoughts and feelings during service design and testing processes
• Strong Analytical skills with the ability to interpret data and translate into actionable insights and recommendations
• Ability to work in a fast-paced environment with minimal supervision
• A curiosity for understanding how things work - you can apply critical and creative thinking in order to work with teams dedicated to improving our tools and processes
• Bilingual (English/Spanish) communication skills (written & spoken) a plus