Skip to main content

Job Details

2019-13599

Manager Customer Support

Location(s): Bengaluru
Apply Now Apply Later
Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Photo of Natalie
Natalie Intuit employee
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
Conrad at work
Conrad Intuit employee
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
Joylyn at work
Joylyn Intuit employee
"Designing at Intuit feels special because we're not just making things to make things. We're tackling real, consequential financial problems voiced by small businesses, self-employed, and individuals around the world. I'm grateful to have such a worthy and motivating mission when I go to work – powering prosperity around the world."
Conrad at work
Conrad Intuit employee
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Photo of Natalie
Natalie Intuit employee
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
Emily at work
Emily Intuit employee
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
Heather at work
Heather Intuit employee
"By feeding our customers' data through machine learning algorithms, we uncover valuable insights that empower millions of customers to feel more confident about their financial future."
Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Jake at work
Jake Intuit employee
"We use the latest Native frameworks for iOS and Android to deliver a truly delightful mobile-first experience for our customers. I love that we're enabling millions of customers to improve their financial health, all under a world-class mobile experience."
Blaid at work
Blaid Intuit employee
"By building tools that enable our developers to validate the compliancy of our products, I’m playing a role upholding Intuit’s value of integrity without compromise. Through ensuring that our products are safe and secure for our customers, I feel like I’m part of helping millions of people around the world gain access to the financial resources that they need to prosper."
Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
Breaunna at work
Breaunna Intuit employee
"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."
Chelsia at work
Chelsia Intuit employee
"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Carl at work
Carl Intuit employee
"I know that as a product manager at Intuit, my impact matters. Our products support millions of small businesses and individuals around the globe with their finances, delivering more money and fueling the success of real people."

Join our mission

Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. With products like TurboTax, QuickBooks and Mint, we’re using technology to build solutions to challenging financial problems for millions of people around the world.

Overview

Are you passionate obsessed about Customer Experience? Do you aspire to have a profound impact on employees and customers through your work? If you are, then come and join the Intuit India Customer Success team to lead our Customer Experience Lab.

As the leader of the CX Lab, your role will be pivotal in delivering awesome product and assisted service experiences for our customers and employees. This role is within the International Small Business and Self-employed Group Customer Success organization of Intuit supporting our growth and expansion in India.

Our vision for customer care is to create a consistently delightful experience through a culture of customer-centric thinking that will dramatically impact customer success and drive revenue growth. We are looking for Intuit customer ambassadors who can live and breathe our values and are passionate about creating a uniquely positive customer experience and showing our customers and partners how much we care about them. If you have a commitment to excellence, a desire to delight customers and want to be a member of a spirited team, read on!

What you'll bring

  • 5 to 10 years of experience as a customer centric people and team leader
  • Excellent problem-solving skills
  • Experience with Accounting software solutions will be an advantage.
  • Demonstrated results-oriented leadership skills, with experience working with and influencing cross-functional teams and departments.
  • Excellent communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone and email.
  • Strong computer skills including MS Office Suite.
  • Ability to manage multiple priorities within a fast paced environment.
  • Previous experience in customer service, accounting, financial services or call center experience is a definite advantage.
  • Demonstrated project management and prioritisation skills
  • Demonstrated Customer Advocacy and data backed storytelling is an advantage
  • Exposure to working with human centered design methods and systems thinking, Customer Journey Mapping preferred.
  • Bachelor’s or Master’s degree in Commerce, Accounting or Business Management

 

How you will lead

The Customer Experience Lab (CXL) is our in-house Customer Service Centre of Excellence.

The CXL team is part of the International Customer Success organisation and operates as a team of customer service professionals providing customer support for the QuickBooks ecosystem.  We are obsessed about creating world-class, personalised support experiences for our customers and feeding back insights and experiments that drive systematic, game-changing improvements to the way we serve our customers.

The CXL fuels the success of our customers by driving a frictionless experience with our products and support experiences through the testing and implementation of innovative ideas, working closely with our cross-functional partners.  The CXL captures insights through customer support interactions, synthesizes themes into actionable recommendations and delivers change based on those insights to drive continuous customer experience improvement.

In addition to helping the organisation operationalise innovation, the CXL:

  • Immerses our teams in Voice of the Customer feedback, leveraging collaboration with cross-functional partners such as Sales, Marketing, PD, XD
  • Answers customer support demand in a frontline capacity and operates as a centre of excellence for business operations procedures
  • Represents ongoing pulse of expert experience (Voice of the Employee)

 

 Role of the Customer Experience Lab Manager

In your role as the Customer Experience Lab Team Leader, you’ll be responsible for the performance, development, and the contribution of a team of experts dedicated to understanding, articulating, and improving the customer experience. 

Your team’s time will be spent supporting customer support demand, and supporting or leading innovative projects and experiments to improve customer or employee experiences.

Your role will be to ensure this team is engaged in supporting our customers, improving their experience, and feeding insight back to the rest of the business to keep us laser focused on the customer. 

You’ll establish and prioritise the CXL’s project pipeline of experiment and prototype work and oversee the execution of key projects designed to enhance the customer experience and tell the story of customer insight captured by your team. 

As a people manager, you’ll develop CX competency across your team and evaluate their performance and participation, as well as grow talent to encourage individual development and career mobility. 

Primary responsibilities

  1. Build a high performing team of Service and Support representatives/specialists by managing coaching and balancing team and individual goals
  • Calibrate and monitor performance, making timely course corrections as necessary.
  • Own the end-to-end performance management for your staff.
  • Manage service delivery experience to our customers according to a capacity plan through a collection of support channels (phone, email, and chat), supporting social channels (community, Facebook and Twitter moderation), and self-help channels (FAQ & content creation). Work with an extended team to deliver exceptional satisfaction and operational results when your team is engaged in this capacity.
  • Solve for customers and deliver an experience so profound that customers love using our products and services and actively recommend them to others.
  • Align your team with business goals and Intuit’s three stakeholders (Employees, customers and shareholders) while owning planning, goal setting and achieving results.
  • Present executive Business reviews using Customer Analytics, Reporting & Insights.
  • Gather and collate customer insights from the support experience to provide actionable recommendations.
  1. Manage the intake, execution, and storytelling of projects completed by the Customer Experience Lab to deliver step changes in our understanding of customer insights and experience.
  • Manage an ongoing backlog and execution of customer insights research, experimentation, and prototyping activities across the CXL team. Assign appropriate resourcing and time to projects as necessary, and ensure teams deliver on expected outcomes.
  • Develop competency across the CXL team in design thinking, customer experience management, customer obsession, and project management. Build a culture of innovation and human centric design principles throughout the team.
  • Inspire, lead, grow and mentor the team to achieve above and beyond by leading by example using a creative approach to solve complex business problems.
  • Lead and evolve a continuous improvement mindset to ensure that we are always ahead of the game in the way that we design new experiences for our customers.
  • Engage cross functionally with managers and individual contributors in other business units and functional groups to drive projects.
  • Learn and utilize specific software tools and problem solving strategies to solve for customer issues and continuously improve our processes.

Be part of a world-class culture

Our culture

We know that innovation thrives in an inclusive environment. We want employees with a wide range of life experiences to bring new ideas and perspectives to the table.

More about our culture play_arrow

Our values

Our values are central to our culture. They’ve been our guiding star since our founding and have allowed us to thrive as we work on behalf of our 50 million customers.

More about our values play_arrow

Benefits we offer

People who give their best deserve the best in return. We offer rewards that include everything you’d expect, and even more that you wouldn’t. Enjoy the best in class perks and benefits at Intuit.

More about our benefits play_arrow
Fortune 100 Best Companies to Work For

Our culture and entrepreneurial spirit have earned us a spot on “Best Companies to Work For” lists year after year. Join us in our mission to power prosperity around the world.

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.