TurboTax

FAQ: Our virtual Tax Expert Network.

Read the answers below to get details about working with customers online via TurboTax Live.

What kind of support will I be providing customers?

You’ll be helping our customers do their own taxes by providing expert guidance, tax explanations, and advice so they can file confidently with TurboTax.

For example, many of our customers need help with reporting deductions, rental properties, etc., and you’ll be the tax expert they turn to for advice and reassurance. In some cases you may prepare their return, sign, and file their taxes.

You’ll also play an important role in our effort to enhance our brand by delighting our customers and empowering them to take control of their finances.

How will I be communicating with customers?

You'll be talking to them through audio and video technology.

During a typical call, a customer is signed into TurboTax, hears you through the phone, and sees you in a video (or SmartLook) window on their screen.

Before you take any calls, we walk you through detailed training for your role.

Where will I be working?

This is a remote position where you work virtually, so you can choose the best location that suits you. Most of our credentialed tax experts work at home in an area where they can handle calls privately.

Just because it’s remote doesn’t mean you’ll ever be on your own. Every day, you’ll work together with other tax experts to solve customers’ problems and maybe grow your own expertise.

What equipment do I need for this position?

As a credentialed tax expert, you will be receiving an Intuit laptop, preloaded with all of the tools and systems you will need to help customers. You will need a dedicated high-speed internet connection.

For this role, it’s common for tax experts to set up a home office or an area with a desk and chair where they can handle calls.

What equipment will Intuit provide?

In addition to the all-in-one laptop, we’ll provide:

  • a video camera that you use for your video calls with customers
  • a backdrop (material that will serve as the background behind you during video calls)
  • and a headset

Will there be training available?

Yes, there will be thorough training on every aspect of the role, including:

  • detailed expectations for the role
  • the software you’ll use to conduct video calls with customers
  • how to handle common situations and more

Training is approximately 1 full week (this includes 2 full weekends) to complete training, a mix of self-led and live sessions.

At any point, whether it’s before, during, or after training, there will always be support available for you.

What shifts are available?

During the tax season, we offer work schedules on a first-come, first-serve basis around our operating hours. We serve our customers, 7 days a week from 5am to 9pm PT. You must be able to commit to a minimum schedule of at least 20 hours/week (minimum 4 hour shifts) throughout the tax season.

What does compensation look like?

You will be paid per hour based on the state rates where you reside during seasonal employment. You are also eligible for a bonus paid out at the end of the season based upon performance. Performance depends on customer feedback, issue resolution, and completion of the assigned season.

What is the hiring process?

  • First of all, make sure your credentials (CPA, EA or JD) are current, active and in good standing.
  • Once you apply online, you will be contacted by a recruiter who will then complete a phone screen.
  • If you continue in the process, the recruiter will then email you an online link via HireVue to complete an assessment and video interview.

You will also be required to pass a background check.

Will Intuit provide E&O insurance? How will IRS correspondence be handled?

Intuit has you covered! We have the plans in place to ensure that if any common issues arise, we have your back.