The Intuit Product Expert Supervisor manages a dynamic team of experts, coaches experts to perform at the highest levels, monitors/takes action on real time adherence for their team and handles customer escalations. This role is pivotal in monitoring quality assurance, training, and managing schedules and attendance, while fostering motivation and maintaining company culture.
This is a seasonal position with an expected end date of April 30, 2026, or sooner depending on the needs of the organization.
Roles and Responsibilities
Lead & Coach:
Lead and support a team of 20–25 student call center agents
Conduct regular 1:1 coaching sessions focused on performance, development, and engagement
Provide real-time guidance and feedback to help agents meet quality, productivity, and attendance goals
Identify skill gaps and partner with training and leadership teams to strengthen performance
Operational Excellence:
Monitor schedule adherence, attendance, and timecards; make corrections and approve payroll as needed
Partner with Workforce Management and Operations to ensure proper staffing and coverage
Ensure required training and continuous learning modules are completed on time
Uphold Intuit and EAW policies, standards, and compliance expectations
Customer & Client Support:
Handle escalated customer concerns with professionalism and care
Serve as a key liaison between agents, leadership, and clients to ensure alignment
Participate in weekly and monthly business reviews, sharing insights on team performance and trends
Escalate systemic issues and recommend process improvements when appropriate
Culture & Engagement:
Foster an inclusive, supportive team environment that balances accountability with recognition
Model professionalism, integrity, and a growth mindset
Support agent success through motivation, recognition, and clear expectations
What We're Looking For
Required Qualifications:
Associate or Bachelor’s degree
3+ years of experience in a call center or customer service environment
Experience coaching, leading, or supervising others
Proven ability to handle customer escalations effectively
Strong communication, organization, and time-management skills
Comfort working in a fast-paced, metrics-driven environment
Proficiency with Microsoft Office and basic reporting tools
High level of professionalism and discretion with confidential information
Preferred Traits:
A passion for coaching and developing others
Strong problem-solving and analytical skills
Ability to multitask and adapt in a dynamic environment
Openness to feedback and continuous improvement
Why Join Us?
Develop your leadership skills in a real-world supervisory role
Gain experience working with a well-known client (Intuit)
Make a meaningful impact on student employee success
Be part of a supportive, collaborative team culture
Build experience that strengthens your future career opportunities
AFFIRMATIVE ACTION PLAN / EQUAL EMPLOYER OPPORTUNITY (AAP/EEO) STATEMENT:
Education at Work (E@W) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, E@W complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. EAW expressly prohibits workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of E@W’s employees to perform their job duties may result in discipline up to and including termination of employment.
THE AMERICANS WITH DISABILITIES ACT OF 1990 (ADA) PROHIBITS DISCRIMINATION IN COMPENSATION AND EMPLOYMENT OPPORTUNITIES AGAINST QUALIFIED INDIVIDUALS WITH DISABILITIES. TO DETERMINE WHETHER AN INDIVIDUAL IS QUALIFIED, THE ESSENTIAL FUNCTIONS OF EACH JOB MUST BE IDENTIFIED. ESSENTIAL FUNCTIONS ARE THOSE THAT ARE INTRINSIC TO THE POSITION AND THAT THE INDIVIDUAL(S) WHO HOLDS THE JOBS MUST BE ABLE TO PERFORM WITH OR WITHOUT REASONABLE ACCOMMODATION.
