**Overview** 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. **What you'll bring** + **Experience:** + **Customer service experience.** + Able to **communicate clearly, provide feedback, and foster collaboration with frontline support agents** , colleagues. and customers. + Strong online community, forum, membership group, or social experience in a personal or professional setting is a plus. + **Communication & Comprehension:** + **Exceptional written and verbal communication skills** , including spelling, grammar, and English composition without dependence on AI. + **Meticulous attention to detail and great reading comprehension** . + **Proven ability to articulate written responses precisely and accurately** . + Familiarity with the **nuances of online interactions** . + Displays exceptional communication skills when interacting with different audience levels in a written and verbal format. + Maintains an open mind with good judgment and awareness to protect the brand while in a public space. + **Technical & Analytical:** + **Strong problem-solving, investigative, and critical thinking skills** . + Typing proficiency and a **solid grasp of technological, computer-based practices and software** , such as operating systems. + **Working knowledge and understanding of social media platforms and etiquette** . + Understanding of community principles and how to engage with a broad user base. + Ability to **multitask and decipher content from different media avenues** (Instant Messenger, Email, FAQs) and internet browsers to communicate information to a third party. + Technical troubleshooting abilities and knowledge of **Microsoft Office and Google Suite** . + **Fast learner** with the ability to evaluate unique and complex problems and recommend viable solutions. + **Work Ethic & Adaptability:** + **Ability to adapt quickly to ever-changing situations and proactively develop solutions** . + **Established work ethic and capable of taking personal accountability for accuracy and high-quality outputs** . + Capable of demonstrating integrity to core team values with minimal supervision. + Highly motivated self-starter that demonstrates initiative and requires minimal supervision. **Preferred Qualifications:** + Tax-related expertise. + United States: Fluent in English and Spanish (Bilingual). **Important Notes:** + This is a **seasonal position** . + The work schedule **includes at least, but is not limited to, one day per weekend (Saturday or Sunday)** . **How you will lead** + **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. 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.