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French Bilingual Customer Service Manager - Canada Remote (Mountain View)

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IntuitMountain View, CA
Remote
  • Ready for a new seasonal opportunity with the #1 tax software company in Canada?
  • If you have experience managing front line customer service team and highly motivated and love communicating directly with customers, you could be a perfect match for this Seasonal Canada TurboTax Live Team Lead opportunity.
  • As a TurboTax Live Team Lead, you will empower Intuit customers by supporting the front line agents and business supporting TurboTax Live.
  • TurboTax is the #1 best-selling brand of tax preparation software in Canada.
  • Year over year, Intuit has been recognized as a best employer and is consistently ranked on Fortune s 100 Best Companies to Work for and Fortune World s Most Admired Software Companies.
  • 3+ years in a team leadership role preferred
  • Highly technical and comfortable with Windows, Mac & mobile platforms
  • Excellent written and verbal communication skills
  • Bilingual proficiency (English and French) considered an asset
  • Call center experience is considered an asset
  • Strong customer service and customer experience acumen
  • Previous training/teaching experience considered an asset
  • Proficiency in MS Office, as well as Google Docs, preferred
  • Personal income tax preparation experience is an asset
  • Flexibility in availability/schedule
  • Supports, coaches, trains and guides a team of Tax Experts as they assist customers with tax questions and tax advice
  • Assists experts on how to research and troubleshoot tax questions
  • Reviews and approves work of Experts and Associates
  • Prepares and delivers training/webinar materials to be shared with associates and experts
  • Handles or joins customer contacts that are complex and challenging; handles escalations as needed.
  • Handle customer escalation calls and provides assistance in resolution to deliver an exceptional customer experience
  • Coach, mentor and provide performance feedback to experts
  • Be the first point of contact on expert pain points.
  • Effectively addresses the unique issues of managing remote employees.
  • High engagement with customers, experts, and key business individuals to ensure E2E excellent customer service goal is met
  • Desire to teach/build capability in others.
  • Associated topics: director, gerente de servicio, guide, guidance, leadership, management experience, manager, monitor, product support, telephone

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