Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Job Overview

At Intuit, we're driven by the belief that exceptional support is the cornerstone of our customers' success. As a Manager 2, Customer Supportability within the Intuit Expert Network, you will be instrumental in leading and empowering our Customer Supportability organization dedicated to our valued Intuit Enterprise Suite, mid-market customers. This is a pivotal role where you will manage a team of talented managers, guiding their teams to deliver outstanding technical support and proactive escalation management, ensuring our largest customers maximize the value of their Intuit investment. Your impact will be significant and directly felt by our customers. You will be responsible for the daily operations, coaching, and strategic direction of the Tier 2 support function. By fostering a culture of expertise, efficiency, and customer advocacy, you will ensure our mid-market clients receive timely, effective solutions and a superior support experience. If you are passionate about developing leaders, optimizing support processes for complex enterprise solutions, and championing the needs of our largest customers, we encourage you to explore this opportunity.

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.