U.S. Seasonal Supportability Specialist

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. Responsibilities • 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. Apply tot his job