What are the responsibilities and job description for the Manager 1, Customer Supportability position at Intuit?
Overview
Come join the PTG Lacerte Supportability team as a Customer Supportability Manager 1Are you a passionate leader with a knack for solving complex problems and a drive to deliver exceptional customer experiences for our Professional tax accountants? If so, we have an exciting opportunity for you to join our team as a Customer Supportability Manager 1.
What you'll bring
How you will lead
Responsibilities
In this role, you’ll lead a team of supportability experts who drive excellence in Lacerte's customer support operations. You'll guide them to proactively address emerging issues, develop impactful solutions, provide advanced T3 technical assistance, empower Tier 2 support staff and training, and effectively manage escalations. You’ll’ be responsible for:
Come join the PTG Lacerte Supportability team as a Customer Supportability Manager 1Are you a passionate leader with a knack for solving complex problems and a drive to deliver exceptional customer experiences for our Professional tax accountants? If so, we have an exciting opportunity for you to join our team as a Customer Supportability Manager 1.
What you'll bring
- Proven leadership experience with a track record of building and motivating high-performing teams.
- A passion for customer obsession and a deep understanding of the importance of delivering exceptional support.
- Strong analytical and problem-solving skills with the ability to identify trends and develop solutions.
- Excellent communication and interpersonal skills with the ability to build relationships and influence stakeholders.
- An operational mindset with experience in process improvement and resource management.
- Bachelor's degree or equivalent experience
How you will lead
Responsibilities
In this role, you’ll lead a team of supportability experts who drive excellence in Lacerte's customer support operations. You'll guide them to proactively address emerging issues, develop impactful solutions, provide advanced T3 technical assistance, empower Tier 2 support staff and training, and effectively manage escalations. You’ll’ be responsible for:
- Delivering world class experiences to customers and experts.
- Collaborating cross-functionally to ensure a seamless and positive customer journey.
- Driving continuous improvement by refining processes, analyzing data, and identifying opportunities to enhance our support capabilities.
- Developing your team members through coaching, mentorship, and creating opportunities for growth.
- Completed goal setting forms, performance evaluations and accurate records kept for all team members.
- Communicating clearly and effectively with stakeholders at all levels, including presenting information and insights to leadership.
