Seasonal TurboTax Community Tax Expert Quality Lead

Overview

The Seasonal Community Tax Expert Quality Lead is responsible for ensuring the highest quality of their team’s answers. This role involves providing feedback and support to Community Experts in tax-related online communities. The lead assists Community Experts with questions, creates and reviews answers according to quality guidelines, and offers constructive feedback. Serving as the Subject Matter Expert, the lead sets an example and drives the team’s success.

Responsibilities

• Support Community Experts by delivering clear and concise responses to tax and technical questions
• Represent the brand professionally in online communities
• Use good judgment and critical thinking to resolve customer issues
• Engage with customers and community contributors with professionalism and empathy
• Collaborate with Moderators to report issues identified by Community Experts
• Monitor frontline interactions for quality assurance
• Analyze customer posts to identify emerging issues and product defects, escalating as needed
• Translate complex information into customer-friendly content
• Contribute to a high-performing, collaborative team focused on continuous improvement

Qualifications

• Active EA Certification, CPA, or JD in state of residency
• Strong participation experience in online communities, forums, membership groups, or social media
• Understanding of community engagement principles
• Strong knowledge of tax laws, concepts, and calculations
• Ability to guide and support a team toward success
• Experience working in fast-paced, collaborative environments with adaptability
• Advanced knowledge of TurboTax products and processes
• Excellent critical thinking, problem-solving, and research skills
• Strong reading comprehension and exceptional written communication skills, including spelling and grammar
• Technical proficiency with cloud-based applications, search engines, Google Workspace, Microsoft Office, and file management
• Availability to work full-time (40 hours per week) on a flexible seasonal schedule

Physical Requirements and Work Environment

• Remote work-from-home position
• Ability to type or use voice-to-text proficiently

Compensation and Benefits

The position offers a competitive compensation package with pay-for-performance rewards. It may be eligible for cash bonuses, equity rewards, and benefits according to applicable plans and programs. Pay is based on job-related knowledge, skills, experience, and work location. Regular pay equity reviews are conducted to ensure fairness across ethnicity and gender.