U.S. Seasonal Supportability Specialist

About the Role

Key Responsibilities

• Support Intuit's brand presence and voice across social and digital platforms including Facebook, X (Twitter), Instagram, TikTok, Google Play, and Apple iOS app reviews.
• Provide escalation support to frontline agents and interact directly with consumers to ensure they receive the best service and care possible.
• Monitor daily activity on public channels, gather customer insights, and actively engage with cross-functional teams to deliver exceptional customer experiences.
• Act as subject matter experts, offering guidance to resolve moderate to complex situations and bridging connections between internal and external partners.
• Respond to customer concerns and inquiries via social media and digital channels, including product app reviews and online Q&A platforms.
• Translate customer feedback into data insights, collaborate with internal teams on emerging issues, product defects, and enhancement opportunities.
• Manage the overall quality of social and digital channels, identify opportunities for process improvements, and track responses.
• Participate within a team setting to execute tasks, share best practices, and maintain high engagement focused on customer success.

Requirements

• Customer service experience with the ability to communicate clearly, provide feedback, and foster collaboration.
• Strong online community, forum, membership group, or social experience in personal or professional settings is a plus.
• Exceptional written and verbal communication skills, including spelling, grammar, and English composition.
• Meticulous attention to detail and great reading comprehension.
• Familiarity with online interactions, social media platforms, and etiquette.
• Strong problem-solving, investigative, and critical thinking skills.
• Typing proficiency and understanding of social media platforms, community principles, and internet browsers.
• Technical troubleshooting abilities and knowledge of Microsoft Office and Google Suite.
• Ability to adapt quickly to changing situations, demonstrate integrity, and take personal accountability.
• Highly motivated self-starter with initiative and minimal supervision.
• Preferred: Tax-related expertise and bilingual in English and Spanish.

Nice to Have

• Tax-related expertise.
• Bilingual in English and Spanish.

Qualifications

• No specific formal educational qualifications are explicitly mentioned in the description.

Benefits & Perks

• Competitive compensation package with pay for performance rewards.
• Position eligible for a cash bonus, equity rewards, and benefits in accordance with applicable plans and programs.
• Pay ranges vary by location, e.g., California $39.00 - $53.00, Colorado $28.50 - $38.50, etc.
• Ongoing pay equity considerations across ethnicity and gender.