TurboTax Live Seasonal Tax Expert Lead

Job Responsibility:

Overview

If you're a highly motivated individual with significant paid professional tax preparation experience and excellent written and oral communication skills, we need your help supporting our team of TurboTax Live Experts. Our Experts help customers while they are navigating through the TurboTax Live experience and assist with technology.

TurboTax is the #1 best-selling brand of tax preparation software in Canada. Intuit has consistently been recognized as one of Fortune's “100 Best Companies to Work for” and one of Fortune World's “Most Admired Software Companies”.

What you'll bring

• 5+ years of experience in a paid professional tax preparation role utilizing tax preparation software
• Experience in in a team leadership role in a professional tax preparation firm is a plus
• Comprehensive knowledge of tax regulations and laws
• Superior research, critical thinking and problem solving skills
• Excellent written and verbal communication skills
• Highly technical and comfortable with Windows, Mac, and mobile platforms, as well as G-suite applications (Google Docs, Google Sheets, etc.)
• Flexibility in availability and scheduling
• Strong customer service and customer experience acumen
• Knowledge/experience preparing Quebec Tax (TP1) returns is considered an asset
• Bilingual proficiency (English and French + read, write, speak) is considered a strong asset
• This is a remote role; no travel is required

How you will lead

• Provide timely and accurate tax advice to Experts during tax season
• Assist Managers with team responsibilities, as needed
• Help teach Experts how to research and troubleshoot tax and technical questions
• Prepare and/or deliver training materials to be shared with Experts
• Handle customer escalation calls and assist in resolution to deliver an exceptional customer experience
• Handle customer contacts that are complex and/or challenging
• Review contacts, as needed, to ensure compliance with CRA and MRQ

Team/Leadership Skills:

• Demonstrate a sincere desire for a quality Expert and customer experience
• Display a flexible team player attitude
• Promote and foster a positive and inclusive work environment
• Approach change in a positive and flexible manner
• Collaborative approach to problem solving

Analytical Skills:

• Able to research, analyze, and determine an appropriate course of action in a variety of situations
• Able to utilize various resources to provide accurate tax and technical support to Experts
• Excellent numerical, abstract, and verbal reasoning skills
• Ability to solve complex problems while exercising good judgment