Skip to main content
Job Details
2021-21730 -

Digital Customer Support Content & Communications Specialist

Location(s): Sydney, Australia
Apply Now Apply Later Join Talent Community

Join our mission

Intuit is a global technology platform that helps our customers and communities overcome their most important financial challenges. We help give over 50 million consumer, small business, and self-employed customers around the world the opportunity to prosper.

Overview

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.

Customer Success delivers award winning post sales support experiences to small business owners, accountants and self-employed individuals using our products: QuickBooks Online, QuickBooks Accountant, QuickBooks Self-Employed and QuickBooks Time. We do this by being effective and efficient, eliminating customer friction, expanding our value to the business and driving experience management outcomes. 

Joining the Customer Success team as Digital Experience and Content Delivery Specialist will see you collaborating with your peers in the Customer Experience and Digital Experience teams, and across the Australian business, to deliver digital support experiences for QuickBooks Australia customers. With technical writing skills you will support the creation of digital content across platforms including web, mobile, and AI/ML powered bots, and drive the video content strategy. Using your customer obsessed and data backed mindset, you will support localised delivery of innovative digital platforms and help functionality that meet the needs of our Australian customers.

On a typical day you will partner with your Digital Experience peers to develop and align customer content including self-help content and content for our web and mobile bots. You will be responsible for producing customer-facing video content to provide up-to-date product knowledge. You will use customer and employee feedback to shape the roll-out of new platforms and features within our digital support offering.

What you'll bring

    • Deep Customer Empathy and a passion for continuously engaging with and advocating for customers across digital and community channels in order to best understand and serve them
    • Comprehensive video production skills 
    • Exceptional written skills including technical writing 
    • Managing projects through to delivery while taking the team and partners on the journey with you
    • Attention to detail
    • Strong verbal communication and storytelling skills
    • Ability to translate an organisational brand and product into compelling customer content
    • Understanding of customer journeys and needs to deliver customer-backed innovation
    • Continuous Improvement mindset where good is never good enough and the desire to raise the bar is a reason to come to work each day
    • Move with speed to test assumptions and delivery outcomes quickly
    • Results oriented, while respecting people and maintaining integrity without compromise
  •  
  • Experience
    • Experience engaging with customers in a support setting and an appreciation for customer and employee experience
    • Experience writing customer-facing support content 
    • Experience in producing customer-facing video content
    • End to end project management experience including stakeholder management / internal communications
    • Understanding of a customer support operations
    • Excellent communication and presentation skills; ability to communicate technical and business requirements in customer language
    • Experience in continuous improvement initiatives and change management models and frameworks
    • Experience working in a software company or environment with an appreciation on how software changes are delivered desirable
    • Experience working with AI/ML powered bots not essential but welcomed

How you will lead

  • Create engaging and information video content that aligns with brand guidelines and the Customer Success Communications Framework to support customer onboarding and future product usage
  • Simplify technical product knowledge into easy to read customer language, in the QuickBooks voice and tone, to support the delivery of content for self-help, QuickBooks Community and AI/ML bot content 
  • Support the ongoing maintenance of existing self help and community content 
  • Apply project management skills to the delivery of help platforms and functionality 
  • Lead with Intuit Design Thinking (Customer Driven Innovation and Design for Delight) and a customer-backed, data-driven mindset to ensure localisation of internationally-driven innovation
  • Support the delivery of Australian in-market activities through video and content production as guided by the Australian Customer Success Leader and Digital team
  • Champion the voice of Customer Success and Australian customers in-market and internationally
  • Collect, store and prioritise a backlog of content that drives Customer Success performance 
  • Document processes, learnings, results and customer and employee feedback following delivery of new functionality and platforms
Gleb at work
Gleb Intuit employee
"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."
Liron at work
Liron Intuit employee
"At Intuit, I have everything I need to be a great data scientist, from rich datasets to inspiring colleagues."
Morag at work
Morag Intuit employee
"It’s important to always strive for improvement, even if you’re already in a good place."
Alexandria at work
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."
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."
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."
Conrad at work
Conrad Intuit employee
"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."
Joylyn at work
Joylyn Intuit employee
"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."
Conrad at work
Conrad Intuit employee
"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."
Alexandria at work
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."
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."
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."
Heather at work
Heather Intuit employee
"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."
Alexandria at work
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."
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."
Jake at work
Jake Intuit employee
"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."
Alexandria at work
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."
Breaunna at work
Breaunna Intuit employee
"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."
Chelsia at work
Chelsia Intuit employee
"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."
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."
Carl at work
Carl Intuit employee
"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."

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

culture icon

Culture and values

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.

More about Intuit life play_arrow
benefits icon

Benefits we offer

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.

More about our benefits play_arrow
hiring process icon

Hiring process

From set-up to sign-off, everything you need to know for a successful interview day with Intuit.

More about our hiring process play_arrow
Fortune 100 Best Companies to Work For

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.

Related Content

  1. Customer at counter

    Corporate Responsibility at Intuit

    We're dedicated to making a positive impact for our team, our environment, and our community.

    Read More
  2. Crowd of people smiling

    Diversity, Equity & Inclusion

    We're committed to providing a diverse and equitable workplace that empowers everyone to do the best work of their lives.

    Find Out More
  3. Intuit building

    Intuit's Focus on Sustainability

    Our sustainability initiatives are reducing our carbon footprint to help improve the health of our planet.

    Read More