Office of the President Executive Research and Support

Our Customer is a business and financial software company that develops and sells financial, accounting, and tax preparation software and related services for small businesses, accountants, and individuals. They are laser-focused on their customers, live and breathe innovation, and champion those who dare to dream. Their Mission is powering prosperity around the world. They do it by attracting the world’s top talent, bringing vital partners into their global platform, and leaving the world a better place through exceptional corporate citizenship.

We are seeking an Office of the President Executive Research and Support on a contract basis to help support our Customer's business needs. This role is hybrid (2 days remote and Tues/Wed/Thur on-site )in San Diego, CA, Atlanta, GA or Tucson, AZ office.

Are you curious, detail-oriented, and passionate about improving the customer experience behind the scenes? This is a unique opportunity to join the Office of the President in a high-impact research role supporting executive-level customer escalations during our busiest season of the year. This is a behind-the-scenes investigative role—you won’t be customer-facing, but your work will directly influence how the company resolves its most sensitive and high-priority cases.

About The Role

• You’ll support cases that go directly to company executives
• You’ll use AI tools, call recordings, and CRM systems to uncover what truly happened in a customer’s journey
• You’ll help shape a brand-new role with strong potential to grow into a team
• You’ll join a tight-knit, highly collaborative executive resolution group
• You’ll gain exposure to root cause analysis, prevention strategy, and executive reporting
  
  

Responsibilities

• Research executive-level customer escalation cases by reviewing:
• Support history
• Call recordings and transcripts
• Case documentation and timelines
• Use internal systems and AI tools to summarize key findings
• Identify gaps, inconsistencies, and breakdowns in the customer experience
• Document investigations in structured templates
• Partner closely with Executive Resolution Managers (ERMs) to:
• Hand off research
• Support final resolution and executive summaries
• Contribute to broader efforts to prevent repeat customer issues
• This is a non-customer-facing role
• You will not present directly to executives
  

Qualifications

We’re open to a variety of backgrounds. You might be a great fit if you have experience in:

• Customer Support or Call Center Operations
• Quality Assurance (QA) or Quality Analytics
• Customer Experience (CX) or Case Investigations
  
  

You’ll Thrive In This Role If You Are

• Analytical and highly detail-oriented
• Comfortable working across multiple tools and systems
• Strong at documenting findings clearly and accurately
• Curious about what drives customer behavior
• Organized and able to manage multiple investigations at once
• College degree preferred, not required.
  
  

Tools

• Salesforce
• AI-assisted research and summarization tools
• Amazon Connect
  
  

Location/Schedule:

• Hybrid role with in-office collaboration Tuesday, Wednesday and Thursday
• Must be located in: San Diego, CA ; Atlanta, GA or Tucson, AZ
• Standard business hour s
  
  

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

Benefits: Medical, Dental, and 401k (no match)

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.