Customer Supportability Professional

Overview

Customer Success delivers award‑winning post‑sales support experiences to small business owners, accountants, and self‑employed individuals using our products including Quick Books Online, Quick Books Accountant, Quick Books 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 Supportability Professional 2, you will play a senior role within the Supportability function.

You will act as one of the team leads for the Tactical Supportability team in EMEA, providing leadership through expertise, influence, and execution rather than formal people management. This role partners closely with Product, Engineering, Compliance, and regional Customer Success teams to deeply understand customer pain points, investigate complex issues, and drive meaningful, data‑led improvements across our products and operational processes.

You will use a customer‑obsessed and analytical mindset to solve customer and business problems  a typical day, you will support front‑line experts with complex product issues, emerging risks, investigations, incidents, and escalations. You will act as an escalation point for high‑impact issues and lead investigations through to resolution. You will also contribute to incident response and operational improvement initiatives with a strategic lens, ensuring strong cross‑functional partnerships and prioritised outcomes.

You will work across investigations, incidents, complaints, and escalations, contributing positively to customer outcomes and internal performance. You will also support incident response by driving improvements to time to triage (TTT), mean time to acknowledge (MTTA), and mean time to resolve (MTTR), while helping define and evolve success metrics for the Tactical Supportability team.

• Lead complex investigations:
  Own and lead complex product investigations end to end. Perform root cause analysis, identify trends, and use data‑driven insights to prioritise issues and partner with Product and Engineering on resolution.
• Lead incident response and strengthen incident management:
  Lead incident response for customer‑impacting issues within the Tactical Supportability scope. Drive a robust and consistent incident management process, including triage, coordination, communication, and post‑incident review, while improving time to triage, mean time to acknowledge, and mean time to resolve.
• Drive cross‑functional issue resolution:
  Partner with Product, Engineering, Compliance, Legal, and International Customer Success teams to drive timely resolution of issues and deliver sustainable improvements.
• Provide Tactical leadership within Supportability:
  Serve as one of the team leads for the Tactical Supportability team, providing day‑to‑day oversight, direction, and leadership through expertise and execution. This role does not include formal people‑management responsibilities, with line management remaining with the hiring manager.
• Champion operational excellence and continuous improvement:
  Identify and lead improvements to processes, tools, and ways of working to increase efficiency, consistency, and customer outcomes.
• Own and evolve Tactical team processes and documentation:
  Ensure Tactical team processes are clearly documented, kept up to date, and fit for purpose. Lead improvements to existing ways of working, and ensure changes are embedded consistently across the team.
• We are not looking for someone to simply pick up tickets. We are looking for a proactive, analytical self‑starter who challenges the status quo, digs into the why behind issues, and pushes the team forward.
• You are comfortable navigating ambiguity, operating independently, and leading through influence. You use data, insights, and storytelling to design measurable improvements and guide decision‑making. You are experienced enough to lead peers by example and help shift the Supportability mindset from reactive to proactive.

• 4 or more years of experience in customer support or platform support within a…