Tax Preparer
7 days ago
Lead a high-performing team of TurboTax Live Experts, providing tax advice and services to customers preparing their taxes with TurboTax Live.
TurboTax is the best-selling brand of tax preparation software in Canada, and 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.
- Drive quality customer engagements by monitoring team performance, providing actionable feedback, and implementing improvement plans.
- 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 as needed.
- 2+ years of experience managing and leading a remote customer-facing team 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 for success.
- Willingness to work outside normal hours 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 environment.
- Excellent written and verbal communication skills.
- Highly technical and comfortable with Windows, Mac, and mobile platforms, as well as G-suite applications.
- Bilingual proficiency (English and French) considered a strong asset.
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