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For Companies At a Glance
- Tasks: Support customers by resolving product issues and improving their experience.
- Company: Join a leading company providing innovative financial solutions for small businesses.
- Benefits: Enjoy a hybrid work model with three days in the London office and great corporate perks.
- Why this job: Be part of a dynamic team focused on customer success and continuous improvement.
- Qualifications: 4+ years in customer support, strong analytical skills, and familiarity with data tools required.
- Other info: Opportunity to influence product strategies and enhance customer trust.
The predicted salary is between 36000 - 60000 £ per year.
Customer 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 focus on being effective and efficient, eliminating customer friction, expanding our value, and driving experience management outcomes.
Joining the Customer Success team as a Customer Support & Service Specialist (Customer Supportability Professional 1) involves collaborating across the EMEA region, understanding customer pain points, and advocating for customer and employee needs when the product doesn't work as expected. You will use a customer-obsessed and data-backed approach to address customer and business issues swiftly. On a typical day, you’ll support front-line experts with product bugs, emerging issues, and escalations. You’ll serve as the escalation point for product issues, leading investigations to resolution. Additionally, you’ll support innovation and incident management with a strategic perspective, ensuring strong cross-functional partnerships to prioritise changes.
What we’re looking for: We seek a proactive, analytical self-starter who pushes the team forward, comfortable navigating ambiguity, challenging the status quo, and designing measurable improvements. You should be experienced enough to act independently and confident enough to lead peers by example, helping shift our Supportability mindset from reactive to proactive. You will handle complaints, investigations, incidents, and escalations, contributing positively to tNPS and IR, while monitoring key metrics such as time to triage and resolve. You’ll also support incident response by improving mean time to acknowledge (MTTA) and contribute to mean time to resolve (MTTR), ensuring faster, more effective handling of customer-impacting issues.
Responsibilities:
- Act as the escalation and investigation lead for complex or persistent product issues
- Perform root cause analysis and identify trends across customer contacts
- Raise and prioritise product issues using data-backed insights
- Support incident management efforts with timely triage, coordination, and communication
- Partner with engineering and product teams to drive issue resolution
- Own the delivery of complaints and regulatory cases to a high standard
- Identify opportunities for continuous improvement and test new approaches
- Share insights and recommendations that influence product and support strategies
- Create or improve knowledge content to enable speed and consistency
- Represent EMEA-specific customer needs and operational nuances across international workstreams
- Monitor BPO performance in areas we own and drive improvements
Minimum requirements:
- 4+ 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 trust
- Experience supporting Tier 3 tickets, including complaints, data and privacy issues, product issues, etc., and incident and escalation management
- Experience analyzing themes and trends in tickets, translating insights into requirements and actions such as process improvements, training, change management, and product enhancements in partnership with various teams
- Ability to navigate ambiguity and changing priorities with ease, and adapt to different audiences and stakeholders
- Proficiency in data analytics tools such as Tableau, Power BI, Excel, etc.
- Familiarity with Jira, Salesforce, and Google Workspace
- Experience with QuickBooks (QBO, Payroll, QBTime) or similar accounting products is highly advantageous
Note: Our teams work three days a week in our London office.
Customer & Platform Support Specialist employer: Intuit Inc.
Contact Detail:
Intuit Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer & Platform Support Specialist
✨Tip Number 1
Familiarise yourself with QuickBooks and similar accounting products. Understanding the nuances of these tools will not only help you in interviews but also demonstrate your commitment to customer success.
✨Tip Number 2
Showcase your analytical skills by preparing examples of how you've used data to drive improvements in customer support. Be ready to discuss specific metrics you've influenced, such as MTTA or MTTR.
✨Tip Number 3
Network with current or former employees in similar roles. They can provide insights into the company culture and expectations, which can be invaluable during your interview process.
✨Tip Number 4
Prepare to discuss your experience with incident management and escalations. Highlight any specific challenges you've faced and how you successfully navigated them, as this aligns closely with the role's responsibilities.
We think you need these skills to ace Customer & Platform Support Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support, particularly in financial or technology sectors. Emphasise your ability to handle complex issues and your familiarity with tools like Jira and Salesforce.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer experience and detail how your proactive approach has led to measurable improvements in past roles. Mention specific examples of how you've navigated ambiguity and resolved escalations.
Showcase Analytical Skills: Demonstrate your proficiency in data analytics by including examples of how you've used tools like Tableau or Excel to analyse trends and improve processes. This will show your capability to support the data-backed approach required for the role.
Highlight Team Collaboration: Discuss your experience working with cross-functional teams, especially in an international context. Provide examples of how you've partnered with engineering or product teams to drive issue resolution and improve customer support strategies.
How to prepare for a job interview at Intuit Inc.
✨Show Your Customer-Centric Mindset
Demonstrate your passion for customer experience by sharing specific examples of how you've successfully resolved customer issues in the past. Highlight your ability to empathise with customers and advocate for their needs, as this role requires a strong focus on customer satisfaction.
✨Be Data-Driven
Since the role involves using data-backed insights to drive improvements, come prepared to discuss how you've used data analytics tools like Tableau or Excel in previous roles. Share examples of how you identified trends and made recommendations based on your findings.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and ability to handle escalations. Practice articulating your thought process when dealing with complex product issues, including how you would perform root cause analysis and communicate with stakeholders.
✨Highlight Your Collaborative Skills
This position requires strong cross-functional partnerships, so be ready to discuss your experience working with engineering and product teams. Share examples of how you've collaborated with others to resolve issues and improve processes, showcasing your ability to work effectively in a team environment.
