Customer Success Lead

Senior Customer Supportability Professional

Join to apply for the Senior Customer Supportability Professional role at Intuit .

Overview

Customer Success delivers award‑winning post‑sales support experiences to small business owners, accountants, and self‑employed individuals using our products : QuickBooks Online, QuickBooks Accountant, QuickBooks 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 will see you collaborating across the APAC business, deeply understanding customer pain and advocating for the needs of our customers and employees when the product doesn't quite work as expected. You will use your customer‑obsessed and data‑backed mindset to approach customer and business problems with speed.

On a typical day, you’ll support our front‑line experts with product bugs, emerging issues, and escalations. You’ll be the escalation point for product issues and lead investigations through to resolution. You’ll also support innovation and incident management with a strategic lens — ensuring strong cross‑functional partnerships to deliver prioritised change.

What We’re Looking For

We’re not after someone to just pick up tickets — we want a proactive, analytical self‑starter who pushes the team forward. You’ll be comfortable navigating ambiguity, challenging the status quo, and designing measurable improvements. You’re experienced enough to act independently and confident enough to lead peers by example — helping shift our Supportability mindset from reactive to proactive.

Responsibilities

• Lead complex investigations and escalations : Act as the primary point of contact for complex or persistent product issues. Perform root‑cause analysis, identify trends, and use data‑backed insights to prioritise and raise issues to product teams.
• Drive cross‑functional issue resolution : Partner with engineering, product, and other teams to ensure timely resolution of issues. Support incident management efforts with triage, coordination, and communication. Represent customer and operational nuances in international workstreams.
• Advocate for customers and influence product strategy : Use impactful storytelling and in‑depth knowledge to communicate customer needs and experiences. Share insights and recommendations that influence product and support strategies to enhance the overall customer experience.
• Champion operational excellence : Proactively seek and implement opportunities to improve internal processes and systems to increase efficiency and effectiveness. Prioritise tasks and ensure high‑quality project delivery.
• Foster a culture of shared knowledge : Create and improve knowledge content to enable speed and consistency. Share knowledge effectively with peers and experts across the organisation to promote learning and understanding.
• Manage complaints and external partnerships : Own the delivery of complaints and regulatory cases to a high standard. Monitor and drive improvements in BPO performance.

Qualifications

Compensation and Benefits

This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs. 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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