Customer Supportability Manager (Tier 2)

Job description

**Overview**

**Location:**

Hybrid - Atlanta, based 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 $85,000.00 - 114,500.00

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 applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits (https://www.intuit.com/careers/benefits/full-time-employees/) ).

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.

The expected base pay range for this position is:

**What you'll bring**

**How you will lead**
EOE AA M/F/Vet/Disability.

Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.

Required Skill Profession

Other General