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Lead TurboTax Live Team
Summary: Lead a high-performing team of tax experts, providing leadership, performance management, and growth development insights to deliver exceptional customer service.
Canada (Remote) / US (Remote)
If you're a motivated individual with a strong tax background and experience managing a high-performing team, we need your help leading our TurboTax Live team. You'll be responsible for providing leadership, performance management coaching, and growth and development insights to a team of frontline TurboTax Live Experts, who provide tax advice and services to customers preparing their taxes with TurboTax Live.
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".
Key Responsibilities
• Deliver high-quality service to TurboTax customers by onboarding, training, and managing the performance of Tax Experts and Tax Expert Leads • Create a high-performance culture that empowers Tax Experts to provide world-class service to customers • Drive customer satisfaction through proactive and constructive engagement in a cross-functional team • Foster a team environment of collaboration, accountability, and continuous improvement • Effectively use data to evaluate, identify opportunities, and coach to performance • Identify growth potential and develop Expert Talent within the team • Lead the team through a fast-paced and constantly changing environment
Team/Leadership Skills
• Drive quality customer engagements by monitoring team performance, providing actionable feedback, implementing improvement plans, and measuring progress toward goals • Provide growth and collaboration opportunities through employee one-on-one sessions, team meetings, and ongoing learning sessions • Continuously improve team performance by providing employee coaching and mentoring • Act as the conduit between the team and the business by condensing and disseminating large amounts of information • Timely review and complete administrative tasks, such as timesheet approval and scheduling • Handle customer escalations on an as-needed basis
Requirements
• 2+ years of experience managing and leading a remote customer-facing team and/or 2+ years of experience managing a team of tax preparation professionals • Extensive prior experience preparing individual returns for Canadian clients • Understanding of how to manage a team and provide guidance in being successful • Willing to work hours outside of a normal schedule as needed during peak season • Superior research, critical thinking, and problem-solving skills • Possess strong business acumen • Able to effectively communicate to multiple skill levels and personalities • Comfortable working in a fast-paced, dynamic, and ever-changing environment • 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.) • Bilingual proficiency (English and French + read, write, speak) considered a strong asset • Previous experience supporting TurboTax customers is considered an asset • This is a remote role; no travel is required