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Overview

The Seasonal Community Tax Expert Quality Lead is responsible for ensuring the quality of their team’s answers are second to none. They will provide feedback and support for the Community Experts in the TurboTax communities. They will spend their time assisting Community Experts with any questions they have, creating and reviewing answers per quality guidelines, and providing feedback. They are the Subject Matter Expert for their team. They will lead by example, and their team’s success is their success.

Responsibilities

+ Support Community Experts by providing clear and concise responses to tax and technical questions

+ Represent the TurboTax brand in an online world, as if your own reputation depended on it

+ Exercise good judgment and critical thinking to resolve customer issues

+ Interact with customers and community contributors in a professional and personable manner and with deep customer empathy

+ Interact directly with TurboTax Moderators and help report any issues that are identified by Community Experts

+ Perform ongoing monitoring of frontline interactions for quality assurance

+ Analyze customer posts and identify potential emerging issues and product defects, escalating properly

+ Translate complex information into consumable, customer-friendly content

+ Be a member of a high performing, collaborative team, with a focus on continual improvement and team success

Physical Requirements and Work Environment:

+ Remote work-from-home

+ Ability to type or voice-to-text proficiently

Qualifications

+ Active EA Certification, CPA, or JD in state of residency

+ Strong participation in online communities, forums, membership groups, or social media, personally or professionally

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

+ Strong understanding of tax laws, concepts, and calculations

+ Understanding of how to guide a team toward success and ability to help others succeed

+ Highly experienced in a fast paced, highly collaborative environment; ability to think and adapt quickly, while explaining those changes to your team

+ Advanced TurboTax product and process knowledge

+ Excellent critical thinking, problem solving, and research skills

+ Strong reading comprehension and superb written skills, including spelling, grammar and English composition

+ Technical proficiency using a variety of cloud-based applications, search engines, Google Workspace, and essential computer skills such as Microsoft Office and file management

+ Ability to work a seasonal full-time (40 hours per week) on a flexible schedule.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This 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 (https://www.intuit.com/careers/benefits/full-time-employees/) ). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is:

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.