Senior Customer Advisor, Expert Center+ (Chicago)

About the Role We are seeking a hospitality-focused customer experience professional who finds genuine fulfillment in making people feel welcomed, understood, and well cared for. This role is for someone who thrives on creating warm, personalized interactions and takes pride in leaving every customer better than they found them. As an Expert Office Concierge Specialist, you’ll spend the majority of your time (~80%) delivering this experience directly — working independently to manage the full customer journey and serving as a trusted resource for newer team members. In addition, Specialists may be designated as key carriers. In this capacity (~20% of your time), you’ll take on backup operational responsibilities — such as opening or closing the office and serving as a temporary point of contact for the team — when the office manager is not onsite. This is coverage, not a standing leadership function: your manager retains ownership of day-to-day office operations, and your role is to keep things running smoothly during the short windows when they’re unavailable. You won’t be preparing taxes. Instead, your main strength will be connecting with individuals, understanding their concerns and needs, and helping them make informed choices, while applying sound judgment to resolve customer situations with limited oversight. This is a year-round role. The Impact You’ll Make Your work ensures every customer feels genuinely welcomed, heard, and supported — and you help set the standard other Concierges follow. When called on as a key carrier, your reliability and good judgment keep the office opening, closing, and running smoothly even when office leadership isn’t physically present. What You’ll Do Deliver a World-Class Customer Experience

• Open and/or close the office following established procedures when designated as the key carrier for a shift • Host a brief team huddle to align on priorities and customer flow when covering for office leadership • Serve as a temporary escalation point for team or customer issues that arise while the manager is not onsite, using existing office guidelines and escalating anything outside those guidelines to office leadership • Identify and resolve routine operational issues (e.g., technology, facilities) during manager absences using established procedures, and immediately escalate anything related to safety or outside those procedures What You Get As a TurboTax Concierge, you’ll receive access to exceptional company benefits and resources, including:

• 401(k) Savings Plan with company matching • Paid sick time • Employee Stock Purchase Plan • E&O Insurance provided by Intuit • Employee Assistance Program • Discounts on Intuit products, including a free copy of TurboTax • Ongoing collaboration opportunities with TurboTax’s network of growth-minded professionals Qualifications <span style='font-size: 11pt; font-family: "Avenir Next For