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Overview

Come join the **North America Social team** within the **Intuit Customer Success Team** , a team dedicated to leading inclusively, championing diversity, and fostering an empowering work environment. As a **Social Moderator** , you will be responsible for **supporting Intuit's brand presence and voice** across a variety of **social and digital platforms** , which **currently include (but are not limited to)** Facebook, X (Twitter), Instagram, TikTok, Google Play, and Apple iOS mobile app reviews.

This role operates in a dynamic and constantly evolving digital landscape, requiring adaptability and a proactive approach to changing consumer needs and platform functionalities. It demands individuals who are **courageous, possess a strong social mindset, and thrive in fast-evolving environments** . You will be providing **escalation support to frontline agents** and **interacting directly with consumers** on multiple social and digital platforms, ensuring they receive the best service and care possible. Your responsibilities also include **monitoring daily activity** on public channels, **gathering customer insights** , and **actively engaging with cross-functional teams** to deliver exceptional customer experiences.

Social Moderators act as **subject matter experts** , offering guidance to resolve moderate to complex situations and bridging connections between internal and external partners. You will be expected to display **initiative, integrity, and a customer-obsessed approach** , demonstrating a commitment to being a brand ambassador and focusing on business excellence through sustainable processes. This team is dynamic, consistently seeking to improve processes and deliver positive suggestions to streamline operations.

What you'll bring

+ **Experience:**

+ **Customer service experience.**

+ Able to **communicate clearly, provide feedback, and foster collaboration with frontline support agents** , colleagues. and customers.

+ Strong online community, forum, membership group, or social experience in a personal or professional setting is a plus.

+ **Communication & Comprehension:**

+ **Exceptional written and verbal communication skills** , including spelling, grammar, and English composition without dependence on AI.

+ **Meticulous attention to detail and great reading comprehension** .

+ **Proven ability to articulate written responses precisely and accurately** .

+ Familiarity with the **nuances of online interactions** .

+ Displays exceptional communication skills when interacting with different audience levels in a written and verbal format.

+ Maintains an open mind with good judgment and awareness to protect the brand while in a public space.

+ **Technical & Analytical:**

+ **Strong problem-solving, investigative, and critical thinking skills** .

+ Typing proficiency and a **solid grasp of technological, computer-based practices and software** , such as operating systems.

+ **Working knowledge and understanding of social media platforms and etiquette** .

+ Understanding of community principles and how to engage with a broad user base.

+ Ability to **multitask and decipher content from different media avenues** (Instant Messenger, Email, FAQs) and internet browsers to communicate information to a third party.

+ Technical troubleshooting abilities and knowledge of **Microsoft Office and Google Suite** .

+ **Fast learner** with the ability to evaluate unique and complex problems and recommend viable solutions.

+ **Work Ethic & Adaptability:**

+ **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** .

+ Capable of demonstrating integrity to core team values with minimal supervision.

+ Highly motivated self-starter that demonstrates initiative and requires minimal supervision.

Preferred Qualifications:

+ Tax-related expertise.

+ United States: Fluent in English and Spanish (Bilingual).

Important Notes:

+ This is a **seasonal position** .

+ The work schedule **includes at least, but is not limited to, one day per weekend (Saturday or Sunday)** .

How you will lead

+ **Customer Engagement & Support:**

+ **Respond to customer concerns and inquiries** via social media and digital channels, including product app reviews and online Q&A platforms.

+ **Interact with internal collaborators and customers through unscripted, natural, and transparent written communication** , utilizing exceptional soft skills to **acknowledge and empathize** in every interaction.

+ **Understand customer concerns to find the root cause** of problems and use all available resources to provide **100% accurate responses** .

+ Provide social care and engage with escalated cases as needed.

+ Be responsible for **ensuring comprehensive and timely responses** to Q&A for products on designated e-commerce and retail platforms (e.g., U.S. Amazon, Bazaarvoice).

+ Support the team by exercising business acumen to **protect and represent the Intuit brand** , and to resolve customer issues.

+ **Insight Generation & Cross-functional Collaboration:**

+ **Translate "voice of the customer" feedback into tangible and meaningful data** that will provide the business with insights on customers, agents, and company products.

+ **Compile data and work cross-functionally with internal collaborators** regarding emerging issues, customer concerns, product defects, and enhancement opportunities, ensuring **communication loops are closed with our customers and experts** .

+ **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.

+ Proactively engage in helping resolve emerging issues and handle ad-hoc requests as needed.

+ Build and maintain relationships with internal and external partners.

+ Engage with cross-functional teams to **bridge gaps and resolve complex issues in the customer journey** .

+ **Quality & Process Improvement:**

+ **Manage the overall quality of all social and digital channels** .

+ **Identify key opportunities and provide feedback to continuously improve processes and workflows** .

+ Consistently **meet defined quality and productivity goals and metrics** .

+ Continuously update and stay current with team reports and processes.

+ Report defects and incorrect/outdated content.

+ Track ALL responses.

+ **Team Contribution:**

+ Showcase **impeccable management and organizational skills** to handle numerous projects across multiple channels.

+ Continuously participate within a team setting to execute tasks and **share best practices** , including social and digital insights.

+ Be a **dedicated team player** within a high-performing team and maintain an advanced level of engagement with a focus on customer success.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is: Bay Area California $39.00 - 53.00Southern California $33.00 - 45.00Colorado $28.50 - 38.50Hawaii $30.00- 40.50Illinois $28.50 - 38.50Massachusetts $30.00- 40.50Maryland $28.50 - 38.50Minnesota $25.50- 34.50New Jersey $30.00- 40.50New York $31.00 - 42.00Ohio $25.50- 34.50Vermont $28.50 - 38.50Washington $30.00 - 40.50Washington DC $28.50 - 38.50This 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.

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.