Skip to main content

Job Details

2019-12951

Head of Customer Success Mexico

Location(s): Mexico City
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

As a Head of Customer Care, Mexico, you will have full responsibility for the customer care operations to ensure Intuit offers our customers an unforgettable experience of our products and services. You will be responsible for leading all aspects of help and support experience delivery for customers using QuickBooks products & services within Intuit’s new and rapidly growing Mexico market. We currently have customers in 100+ countries using our products. You will provide operational and thought leadership by setting strategy, developing priorities and managing operating mechanisms that drive a highly effective and efficient function.

What you'll bring

Proven track record of success and significant experience in a fast-paced organization, leading customer centric operations and teams. The ideal candidate is a: 

  • Team & Talent Builder: Has substantial management experience (particularly with front-line leaders), and a talent steward with proven history of hiring, managing and developing a high performing and highly engaged team
  • Boundary-less Leader: Cross-functional leadership experience, partnering to influence different functions at all levels
  • Product & Business Acumen: Customer champion with a design mind-set and demonstrated strengths in improving or designing new customer experiences. Has developed clear and compelling business cases that support prioritization of work and investments
  • Customer Service & Support Expert: Demonstrated strength managing or working with customer support organizations and operations (direct or via BPO)
  • Change Leader: Experience in a dynamic work environment, managing and executing complex system and organizational change initiatives
  • Communicator: Excellent written and verbal communication skills including an ability to communicate complex issues simply. Proficient in MS Word, Excel, and Power Point

As this role has an international mandate, it may require occasional travel as well as meetings outside of business hours.

How you will lead

Our approach to customer service is ever evolving however, is always focused on achieving the highest levels of customer satisfaction. We do this through customer-focused thinking, which will significantly impact our customer retention and growth, and therefore increased revenue. We are embarking on a major cultural shift from an approach that focuses on traditional call centre indicators to the delivering what matters to our customers. We are obsessed with customer and employee satisfaction and are renowned for addressing our customer’s issues and demonstrating our interest in them.

 

We are looking for ambassadors who will live Intuit’s values ​​and communicate them to our customers. We are committed to creating a unique positive customer and employee experience and are enthusiastic about showing our accounting partners and small businesses how much we are listening to them. The successful applicant will also:

 

  • Understand the business processes related to customer service as well as the experiences of users / employees. This should be for primarily the online and mobile offerings and be through various channels (telephone, chat, e-mail).
  • Consider the future and drive a long-term solutions that meet the business needs and strategy of our company.
  • Develops strategic customer service and technical support initiatives.
  • Provides operational and thought leadership by developing priorities and managing operating mechanisms that drive a highly effective and efficient organization.
  • Voice of Customer (VOC) Feedback Loop: Leading the elimination of pain points, and optimizing our offerings. Includes aggregating quantitative and qualitative insights, and partnering with product development and product management to fix and enhance our products.
  • Builds a high performing and engaged workforce through performance management, coaching and balancing team and individual goals.
  • Aligns the team with business goals while owning planning, goal setting and achieving results.
  • Effectively communicating and leading change management initiatives cross functionally and inter-team.
  • Engages cross functionally with key stakeholders in other business units to drive projects.
  • Develops input to strategy setting and decision making processes regarding customer care delivery teams.
  • Calibrates and monitors performance and makes course correction.
  • Solve for customers and deliver an experience so profound that customers love using our products and services and actively recommend them to others.
  • Deliver customer delight to our customers that shows we care about them.

 

You will lead teams internal and partner teams, driving across four key areas:

  1. Voice of Customer (VOC) Feedback Loop: Leading the elimination of pain points/friction and optimizing our customer experiences. Includes aggregating quantitative and qualitative insights, and partnering with marketing, product development and product management to fix and enhance our products, policies, and communication
  2. Self-Help/Self Service: Leading the creation and maintenance of self-help content and experiences that deliver relevant, point-of-need help and support
  3. Social & Community: Leading the moderation of Social & Community support programs, the management of proactive content, and development of third-party contributors that support our customers. 
  4. Assisted Support: Oversight of the multi-channel service and support (email, phone, messaging), delivered by employee and BPO partner teams

This position will report to the International Customer Success leader and sit on the Mexico Leadership Team. You will contribute to the long-term strategy of the region and its products and services, proactively partnering with Product Management, Marketing and Sales leaders to deliver great experiences that drive growth. You will create and advocate a “care” culture and mind-set across the organization, which places emphasis on delighting customers in everything that we do.

 

A critical element of your role will be to create a well-integrated and highly effective team, partnering across multiple geographies, and developing them so they can do the best work of their lives. You will play an active role on the International Customer Success Leadership Team and help to create and drive Global best practice.

 

You will lead an engaged workforce through frequent communication, goal setting, performance management and creating a positive environment of trust, transparency and clear expectations.

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.