Supportability Specialist

Job Overview

Come join the North America Social team within the Intuit Consumer Group where we lead inclusively, champion diversity, and foster an empowering work environment. As a Seasonal Social Lead, you will be responsible for supporting our brand presence and voice on social media (Facebook, Twitter, Instagram, and TikTok) and digital platforms, including mobile app reviews, such as Google Play and Apple iOS. Social Leads are courageous, have a social mindset, and thrive in fast evolving environments.

Your responsibilities will include interacting with consumers on multiple social and digital platforms with different algorithms, and ensuring they are provided with the best service and care possible. You will also monitor daily activity of all contributors to our public channels, gather insights, and actively engage with cross-functional teams to deliver awesome customer experiences. Part of your responsibilities are to build and maintain relationships with key stakeholders to ensure our social and digital channels are healthy and continue to be an interactive place where customers can obtain assistance. You must display initiative and integrity, and be customer obsessed. We are a team of subject matter experts that offer guidance to resolve moderate to complex situations, and bridge the connection between internal and external stakeholders. We demonstrate our commitment to being brand ambassadors and passionately focus on delivering business excellence through an interconnected system of sustainable processes.

Responsibilities

• Respond to customer concerns and inquiries via social media and digital channels, including product app reviews and online Q&A platforms
• Interact with internal stakeholders and customers through unscripted, natural, and transparent written communication
• Use exceptional soft skills to acknowledge and empathize with customers during every interaction
• Decipher customer concerns to find the root cause of the problem and utilize all available resources to provide 100% accurate responses
• Translate voice of the customer feedback into tangible and meaningful data that will have a significant impact for the business and provide insights about agents, company products, and customers
• Compile data and work cross-functionally with internal stakeholders regarding emerging issues, customer concerns, product defects, and enhancement opportunities, and close communication loops with the community
• Collaborate effectively with internal and external partners to bring ideas to market
• Determine appropriate action plans for high touch and sensitive issues on social media, including seeking the execution of response plans for controversial topics
• Showcase impeccable management and organizational skills to handle numerous projects across multiple channels
• Identify key opportunities and provide feedback to continuously improve processes and workflows
• Manage the overall quality of all the social and digital channels
• Consistently meet defined quality and productivity goals and metrics
• Support the team by exercising business acumen to protect and represent the Intuit brand, and to resolve customer issues
• Continuously participate within a team setting to execute tasks and share best practices, including social and digital insights
• Be a team player within a high performing team and maintain an advanced level of engagement with a focus on customer success

Qualifications

• Customer service experience
• Exceptional written and verbal communication skills, including spelling, grammar, and English composition
• Meticulous attention to detail and great reading comprehension
• Proven ability to articulate written responses precisely and accurately
• Strong problem solving, investigative, and critical thinking skills
• Typing proficiency and solid grasp of technological, computer-based practices and software, such as operating systems and internet browsers
• Technical troubleshooting abilities and knowledge of Microsoft Office and Google Suite
• Ability to adapt quickly to ever-changing situations and proactively develop solutions
• Established work ethic and capable of taking personal accountability for accuracy and high-quality outputs
• Working knowledge and understanding of social media platforms and etiquette
• Understanding of community principles and how to engage with a broad user base
• Experience interacting with influential users on social media and online communities
• Strong online community, forum, membership group, or social experience in a personal or professional setting a plus
• Ability to multitask and decipher content from different media avenues (Instant Messenger, Email, FAQs) in order to communicate information to a third party
• Familiar with the nuances of online interactions
• Capable of demonstrating integrity to core team values with minimal supervision
• Tax-related expertise preferred but not required
• Fluent in English and French - Bilingual preferred but not required