Customer & Platform Support Specialist

Company Overview

Job Overview

Customer Success delivers award-winning post-sales support experiences to small business owners, accountants, and self-employed individuals using our products: QuickBooks Online, QuickBooks Accountant, QuickBooks Self-Employed and QBTime. We do this by being effective and efficient, eliminating customer friction, expanding our value to the business, and driving experience management outcomes.

Joining the Customer Success team as a Customer Support & Service Specialist (Internally: Customer Supportability Professional 1) will see you collaborating across the EMEA business, deeply understanding customer pain and advocating for the needs of our customers and employees when the product doesn't quite work as expected. You will use your customer-obsessed and data-backed mindset to approach customer and business problems with speed.

On a typical day, you’ll support our front-line experts with product bugs, emerging issues, and escalations. You’ll be the escalation point for assisted product issues and lead investigations through to resolution. You’ll also support innovation and incident management with a strategic lens — ensuring strong cross-functional partnerships to deliver prioritised change.

What we’re looking for:

We’re not after someone to just pick up tickets — we want a proactive, analytical self-starter who pushes the team forward. You’ll be comfortable navigating ambiguity, challenging the status quo, and designing measurable improvements. You’re experienced enough to act independently and confident enough to lead peers by example — helping shift our Supportability mindset from reactive to proactive.

You’ll work across complaints, investigations, incidents and escalations — contributing positively to tNPS and IR while keeping a close eye on our key metrics. You’ll also support incident response by driving improvements to mean time to acknowledge (MTTA) and contribute towards mean time to resolve (MTTR), ensuring faster, more effective handling of customer impacting issues.

NOTE: Our teams work three days a week in our London office

Responsibilities

• Act as the escalation and investigation lead for complex or persistent product issues
• Perform root cause analysis and identify trends across customer contacts
• Raise and prioritise product issues using data backed insights
• Support incident management efforts with timely triage, coordination and communication
• Partner with engineering and product teams to drive issue resolution
• Own the delivery of complaints and regulatory cases to a high standard
• Identify opportunities for continuous improvement and test new approaches
• Share insights and recommendations that influence product and support strategies
• Create or improve knowledge content to enable speed and consistency
• Represent EMEA specific customer needs and operational nuance across International workstreams

Qualifications

• 4+ years in customer support or platform support for a financial or technology company, ideally across multiple countries with international teams
• Passionate about customer experience and committed to protecting customer trust
• Experience supporting Tier 3 tickets covering complaints, data and privacy, product issues, etc and incident and escalation management
• Experience in proactively analysing themes and trends in tickets and translate into requirements and actions including process improvement, training opportunities, change management, and product enhancements in partnership with Product, Tech, Legal, Customer Success, and Compliance teams
• Confident navigating ambiguity and changing priorities with ease and can adapt to different audiences and levels of stakeholders
• Analytical with data analytics tools experience such as Tableau, Power BI, Excel, etc
• Familiarity with Jira, Salesforce, and Google Workspace
• Experience with QuickBooks (QBO, Payroll, QBTime) or similar accounting products is highly advantageous