Job Specifications
About the Role
The Executive Resolution Management (ERM) team handles high-impact customer escalations that reach Intuit’s executive leadership. As escalation volume grows during peak season, we are hiring a Executive Escalations Research Specialist to support the team with deep-dive case research and customer journey analysis.
This is a non-customer-facing, highly investigative role responsible for uncovering what happened behind the scenes in complex support interactions. Your work enables our Executive Resolutions Managers (ERMs) to quickly resolve issues and deliver clear, accurate summaries back to executive stakeholders.
You’ll join a high-performing, customer-obsessed team and play a critical role in improving support quality and preventing recurring issues.
What You’ll Do
Investigate Executive-Level Customer Escalations
Research customer history across multiple support channels.
Review past interactions, behavior patterns, and service quality.
Listen to support calls and identify breakdowns, gaps, or pain points.
Analyze & Document Customer Journeys
Use established templates to create thorough customer journey reports.
Summarize key findings, timelines, and root causes.
Surface potential preventative actions to avoid recurrence.
Support the Executive Resolution Managers
Provide complete, accurate research packages for ERMs managing the resolution.
Partner closely with ERMs to prioritize incoming escalations based on urgency.
Ensure all documentation is ready for executive-level visibility.
Leverage Tools & AI
Navigate multiple systems (Salesforce, Amazon Connect, Sherlock, internal tools).
Utilize AI summarization tools to accelerate research and accuracy.
Maintain strong data hygiene and consistent documentation quality.
Team Integration & Collaboration
Participate in ERM team meetings, workflows, and cross-functional discussions.
Work directly with the ERM leader on prioritization and process refinement.
Join a team spread across San Diego, Atlanta, and Tucson.
What We’re Looking For
Required
Experience in customer support, case research, QA, CX analytics, or similar roles.
Strong analytical and investigative skills with attention to detail.
Comfortable with call listening, case review, and multi-system navigation.
Excellent written communication; able to produce clear, structured summaries.
Highly customer-obsessed, curious, and thorough.
Comfortable using AI tools for summarization and insight generation.
Nice to Have
Experience with Salesforce, Amazon Connect, or similar CRM/contact center platforms.
Background in executive escalations, VOC, quality assurance, or root cause analysis.
Experience working in fast-paced support operations or high-volume service environments.
About the Company
We connect great companies with even greater people, and we've been doing it with purpose since 2013.
Catapult Solutions Group is a Dallas-based, nationally recognized workforce solutions firm founded in 2013. Backed by 150+ years of combined industry experience, we've grown to become a trusted partner to Fortune 500 companies and globally recognized industry leaders across a wide range of sectors.
We specialize in delivering high-impact talent in Information Technology, Life Sciences, Skilled Trades & Engineering, Health...
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