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Intuit Manager Customer Supportability Tier 
United States, Georgia, Atlanta 
942776821

Yesterday
Job Overview

Hybrid - Atlanta, based preferred

Leadership & People Management

  • Lead, inspire, and develop a geographically distributed U.S. based team of Tier 2 technical specialists across multiple product domains.
  • Foster a high-performance culture focused on accountability, continuous learning, and measurable outcomes.
  • Provide strategic and tactical direction, ensuring alignment with mid-market objectives and customer impact metrics.
  • Champion career development, mentoring, performance management, and team enablement.

Technical & Operational Execution

  • Serve as a technical authority and escalation point for complex customer and support issues.
  • Work hands-on with product, customer success, and data teams to root-cause systemic issues and deploy durable solutions.
  • Partner closely with mid-market stakeholders to improve supportability across assisted experiences.
  • Drive initiatives that enhance customer resolution rates and reduce friction in the support journey.

Customer-Facing Strategy

  • Engage directly with customers, support teams, and partners to gather feedback, understand pain points, and translate insights into action.
  • Act as a customer advocate to ensure voice-of-customer is integrated into product and operational roadmaps.

Cross-Functional Communication & Influence

  • Build strong relationships across product, customer success, and cross-functional business partners.
  • Navigate competing priorities and drive alignment on escalations, tooling improvements, and proactive support strategies.
  • Create and deliver executive-level reporting and presentations on team performance, customer impact, and operational metrics.

Data-Driven Decision Making

  • Utilize dashboards, analytics, and insights to inform prioritization, identify trends, and report on success metrics.
  • Drive initiatives that promote scalability, automation, and repeatability of support processes.
Qualifications

Qualifications

  • Bachelor’s degree or equivalent experience in a technical or business-related field.
  • 5+ years of leadership experience , with at least 3 years managing high-performing technical teams.
  • Proven ability to resolve critical escalations and influence cross-functional leadership, including product, customer success, and operational business teams.
  • Strong operational mindset with the ability to prioritize effectively in a fast-paced, dynamic environment.
  • Experience in mid-market support , internal communications , or supportability strategy is strongly preferred.
  • Deep understanding of SaaS platforms , customer support systems, and customer success best practices.
  • Outstanding communication, writing, and presentation skills, with the ability to convey complex ideas to diverse audiences.
  • Demonstrated experience in driving cross-functional alignment , developing internal strategies, and delivering results that directly improve the customer experience.

Preferred Attributes

  • Background in technical support, SaaS, or customer experience leadership.