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Intuit Manager Customer Supportability United States, Georgia, Atlanta 691754766
08.05.2025
Responsibilities
- Lead and manage a team of Managers and their respective Tier 2 support teams focused on providing exceptional technical support for Intuit Enterprise Solutions to mid-market customers.
- Oversee the daily operations of the Tier 2 support function, ensuring adherence to service level agreements (SLAs) and maintaining high levels of customer satisfaction.
- Provide coaching, mentorship, and professional development opportunities to your direct reports to enhance their leadership capabilities, technical acumen, and problem-solving skills.
- Drive the development and implementation of strategies to streamline escalation workflows, reduce resolution times, and proactively identify and mitigate potential customer issues.
- Act as a subject matter expert on Intuit Enterprise Solutions (IES), ensuring the Tier 2 team possesses deep product knowledge and the ability to effectively troubleshoot complex, multi-faceted scenarios unique to mid-market businesses.
- Collaborate closely with cross-functional teams, including Tier 3 support, product development, and account management, to advocate for customer needs and drive continuous improvement in our products and support processes.
- Monitor key performance indicators (KPIs) for the Tier 2 support teams, analyze trends, identify areas for optimization, and implement data-driven initiatives to enhance performance and efficiency.
- Develop and maintain strong relationships with key stakeholders within the mid-market customer segment to understand their evolving needs and ensure our support strategies are aligned.
- Champion a culture of continuous improvement, knowledge sharing, and proactive problem-solving within the Tier 2 support organization.
- Manage and resolve critical customer escalations, ensuring effective communication, timely resolution, and customer satisfaction.
Qualifications
- 8+ years of experience in customer support, technical support, or a related role, with a significant focus on supporting mid-market or enterprise-level customers.
- 3+ years of experience managing and leading teams of support professionals, preferably including experience managing other managers.
- Deep understanding of SaaS platforms and enterprise software solutions, ideally with specific expertise in financial management or ERP systems like Intuit Enterprise Solutions (IES).
- Proven ability to coach and develop individual contributors and managers to achieve high levels of performance.
- Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and develop effective improvement strategies.
- Excellent communication, interpersonal, and leadership skills, with the ability to influence and collaborate effectively across different organizational levels.
- Demonstrated ability to manage complex escalations and drive positive outcomes for customers.
- Experience in developing and implementing process improvements and operational efficiencies within a support organization.
- A strong customer-centric mindset with a genuine passion for ensuring customer success.
- Bachelor's degree in a related field or equivalent experience.
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