Manager 1 Service and Support
About the position
Responsibilities
• Lead a group of 6-10 direct reports responsible for addressing customer requests according to team-wide performance standards and practices.
• Set clear and challenging expectations and goals for direct reports that support department-wide initiatives and use data to evaluate, identify and coach performance to hold the team accountable for goals and KPIs.
• Provide regular communication on day-to-day priorities and work direction for the team, focused on maintaining steady workflow and productivity.
• Review and assess customer feedback to identify trends and areas for improvement.
• Provide coaching to ensure direct reports maintain up to date platform knowledge to resolve customer issues promptly at first contact.
• Identify customer-centric training opportunities to promote skill development for direct reports.
• Provide stretch assignments and encourage personal development for further career growth opportunities.
• Communicate and collaborate comfortably with co-workers across all levels, functions, and jobs to meet departmental objectives and goals.
• Participate in management on-call rotation ensuring quick resolution to escalated customer issues and platform outages as needed.
• Ensure policies, practices and procedures are understood and followed by direct reports.
• Ensure the team's work is aligned with Intuit's Mission, Operating Values, and Input.
Requirements
• Bachelor's degree or equivalent experience.
• Five or more years of total work experience, including 3 or more years of experience in leadership roles on a technical or advanced product support team.
• Exceptional customer service skills, with a focus on delivering best-in-class support.
• Strong problem-solving and analytical abilities, with the ability to handle complex and escalated issues.
• Excellent communication and interpersonal skills, with the ability to work effectively with multiple levels of the organization, cross-functional teams, and customers.
• Excellent leadership and team-building skills, with proven ability to inspire, coach, and develop team members to consistently produce exceptional results and deliver world-class customer service experiences.
• Proficiency in support software and tools, including ticketing systems and CRM.
• Comfortable and adaptable to a fast-paced, dynamic environment with an ability to manage multiple priorities and effectively lead teams through change.
Apply Now
Apply Now
Responsibilities
• Lead a group of 6-10 direct reports responsible for addressing customer requests according to team-wide performance standards and practices.
• Set clear and challenging expectations and goals for direct reports that support department-wide initiatives and use data to evaluate, identify and coach performance to hold the team accountable for goals and KPIs.
• Provide regular communication on day-to-day priorities and work direction for the team, focused on maintaining steady workflow and productivity.
• Review and assess customer feedback to identify trends and areas for improvement.
• Provide coaching to ensure direct reports maintain up to date platform knowledge to resolve customer issues promptly at first contact.
• Identify customer-centric training opportunities to promote skill development for direct reports.
• Provide stretch assignments and encourage personal development for further career growth opportunities.
• Communicate and collaborate comfortably with co-workers across all levels, functions, and jobs to meet departmental objectives and goals.
• Participate in management on-call rotation ensuring quick resolution to escalated customer issues and platform outages as needed.
• Ensure policies, practices and procedures are understood and followed by direct reports.
• Ensure the team's work is aligned with Intuit's Mission, Operating Values, and Input.
Requirements
• Bachelor's degree or equivalent experience.
• Five or more years of total work experience, including 3 or more years of experience in leadership roles on a technical or advanced product support team.
• Exceptional customer service skills, with a focus on delivering best-in-class support.
• Strong problem-solving and analytical abilities, with the ability to handle complex and escalated issues.
• Excellent communication and interpersonal skills, with the ability to work effectively with multiple levels of the organization, cross-functional teams, and customers.
• Excellent leadership and team-building skills, with proven ability to inspire, coach, and develop team members to consistently produce exceptional results and deliver world-class customer service experiences.
• Proficiency in support software and tools, including ticketing systems and CRM.
• Comfortable and adaptable to a fast-paced, dynamic environment with an ability to manage multiple priorities and effectively lead teams through change.
Apply Now
Apply Now