Intuit
Customer Supportability Manager (Tier 2)
Join to apply for the
Customer Supportability Manager (Tier 2)
role at
Intuit .
Hybrid – Atlanta & Tucson preferred.
Overview We’re looking for a
highly technical, customer-obsessed Senior Manager
to lead a team at the forefront of our
Intuit Enterprise Suite
operations. This role is pivotal in
elevating our supportability strategy ,
enhancing the end-to-end customer experience , and
enabling operational excellence
across a distributed ecosystem.
The ideal candidate brings a rare blend of
technical acumen, hands‑on leadership, customer‑facing experience , and
cross‑functional collaboration skills . You’ll thrive on solving complex problems, driving data‑driven decisions, managing high‑impact escalations, and mentoring a team of talented specialists, all while being deeply connected to the voice of the customer.
Responsibilities
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.
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.
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 the voice of the customer is integrated into product and operational roadmaps.
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.
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
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.
Why Join Intuit? At Intuit, we’re building a platform to power prosperity for our customers around the world. You’ll join a mission‑driven team that’s reimagining how enterprise‑level businesses are supported and you’ll be empowered to make a tangible difference in how we serve them.
Compensation Southern California: $85,000.00 – $114,500.00 Bay Area, California: $115,500 – $156,500
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Customer Supportability Manager (Tier 2)
role at
Intuit .
Hybrid – Atlanta & Tucson preferred.
Overview We’re looking for a
highly technical, customer-obsessed Senior Manager
to lead a team at the forefront of our
Intuit Enterprise Suite
operations. This role is pivotal in
elevating our supportability strategy ,
enhancing the end-to-end customer experience , and
enabling operational excellence
across a distributed ecosystem.
The ideal candidate brings a rare blend of
technical acumen, hands‑on leadership, customer‑facing experience , and
cross‑functional collaboration skills . You’ll thrive on solving complex problems, driving data‑driven decisions, managing high‑impact escalations, and mentoring a team of talented specialists, all while being deeply connected to the voice of the customer.
Responsibilities
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.
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.
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 the voice of the customer is integrated into product and operational roadmaps.
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.
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
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.
Why Join Intuit? At Intuit, we’re building a platform to power prosperity for our customers around the world. You’ll join a mission‑driven team that’s reimagining how enterprise‑level businesses are supported and you’ll be empowered to make a tangible difference in how we serve them.
Compensation Southern California: $85,000.00 – $114,500.00 Bay Area, California: $115,500 – $156,500
#J-18808-Ljbffr