Customer Supportability Manager; Tier 2

Position: Customer Supportability Manager (Tier 2)
** Overview*
* *
* 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.

** Responsibilities*
* ** 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*
* ** 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.

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 pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

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…