Customer Supportability Manager; Tier 2

Position: Customer Supportability Manager (Tier 2)

Location:

Hybrid - Atlanta & Tucson preferred.

About the Role

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.

Key Responsibilities 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

• 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.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is:
Southern California $85,000.
Bay Area California $115,

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location.

To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

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