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Customer Success Quality & Escalations Lead (Mid-Market/Premium Experiences)

Category Customer Success Location Atlanta, Georgia Job ID 2025-69389
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Company Overview

Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Job Overview

We are seeking a dynamic and results-oriented Mid-Market Quality & Escalations Leader to join our growing team in Atlanta. This role is crucial in ensuring exceptional customer satisfaction and driving continuous improvement within our mid-market segment. The ideal candidate will be a strategic thinker with a strong operational background, capable of managing executive level escalations, analyzing quality data, and implementing effective solutions. You will be responsible for collaborating cross-functionally, and acting as a customer advocate to resolve complex issues and enhance the overall customer experience.

Responsibilities

● Escalation Management:

○ Serve as the primary Service Delivery point of contact for high-priority customer escalations within the mid-market segment.○ Investigate, analyze, and resolve complex customer issues in a timely and efficient manner.○ Develop and implement escalation processes and procedures to ensure consistent and effective resolution.○ Maintain detailed records of escalations, including root cause analysis and resolution steps.○ Communicate effectively with customers, internal teams, and executive leadership regarding escalation status and resolution.

● Quality Assurance & Improvement:

○ Develop and implement quality monitoring programs to assess customer interactions and identify areas for improvement among our Customer Success Manager and Product Support teams.○ Establish and monitor key performance indicators (KPIs) related to quality and escalations.○ Partner with managers on expert development opportunities, skills and plans○ Analyze quality data and identify trends to proactively address potential issues.○ Collaborate with Enablement, Training, and Development teams to ensure agents are equipped with the necessary skills and knowledge.○ Drive continuous improvement initiatives to enhance customer satisfaction and operational efficiency.○ Create and maintain quality documentation, including scorecards, reports, and process flows.

● Collaboration:

○ Collaborate with sales, support, product, and engineering teams to address customer needs and resolve issues.○ Act as a liaison between the customer and internal teams.○ Present findings and action plans to leadership.

● Customer Advocacy:

○ Act as a strong advocate for the customer and experts, ensuring their voice is heard and their needs are met.○ Develop and maintain strong relationships with key mid-market customers.○ Identify and address customer pain points and proactively recommend solutions.○ Gather customer feedback and utilize it to influence our products and services roadmaps.

Qualifications

● Minimum of 5+ years of experience in quality assurance, escalation management within a mid-market environment.● Proven track record of successfully managing customer escalations and driving customer satisfaction.● Strong analytical and problem-solving skills.● Excellent communication, interpersonal, and presentation skills.● Experience with CRM and quality monitoring tools.● Ability to lead and motivate a team.● Strong understanding of customer service best practices.● Experience with root cause analysis.● Ability to work in a fast-paced environment.● Experience with the technology sector is a plus.

Preferred Qualifications:

● Experience with Salesforce, Quickbase● Project Management experience.●Experience with Six Sigma or other quality methodologies.

●Experience or familiarity with CPA/Accounting Firms as customers 

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