Customer Support Lead

OverviewCustomer 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 Support Lead 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 ForWe’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.You’ll work across complaints, investigations, incidents and escalations — contributing positively to tNPS and IR while keeping a close eye on our key metrics such as time to triage and resolve. You’ll also support incident response by driving improvements to mean time to acknowledge (MTTA) and contribute towards mean time to resolve (MTTR), ensuring faster, more effective handling of customer impacting issues.ResponsibilitiesLead complex investigations and escalations:Act as the primary point of contact for complex or persistent product issues. You will perform root cause analysis, identify trends, and use data-backed insights to prioritize and raise issues to product teams.Drive cross-functional issue resolution:Partner with engineering, product, and other teams to ensure timely resolution of issues. This includes supporting incident management efforts with triage, coordination, and communication. You will 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. This involves using strategic thinking and analytical skills to prioritize 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 organization 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 (Business Process Outsourcing) performance.Qualifications4+ years in customer support or platform support for a financial or technology company, ideally across multiple countries with international teams.Passionate about customer experience and committed to protecting customer trustExperience with case management covering complaints, data and privacy, product issues, etc and incident and escalation managementExperience in proactively analysing themes and trends in tickets and translate into requirements and actions including process improvement, training opportunities, change management, and product enhancements in partnership with Product, Tech, Legal, Customer Success, and Compliance teamsConfident navigating ambiguity and changing priorities with ease and can adapt to different audiences and levels of stakeholdersAnalytical with data analytics tools experience such as Tableau, Power BI, Excel, etcFamiliarity with Jira, Salesforce, and Google WorkspaceExperience with QuickBooks (QBO, Payroll, QBTime) or similar accounting products is highly advantageousIntuit 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. The expected base pay range for this position is: