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For Companies At a Glance
- Tasks: Support customers and resolve product issues while driving improvements.
- Company: Join Intuit, a leader in financial software solutions for small businesses.
- Benefits: Enjoy flexible working with three days in the London office and great corporate perks.
- Why this job: Be part of a dynamic team that values customer experience and innovation.
- Qualifications: 4+ years in customer support, analytical skills, and familiarity with data tools required.
- Other info: Opportunity to influence product strategies and improve customer satisfaction.
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 do this by being effective and efficient, eliminating customer friction, expanding our value to the business, and driving experience management outcomes.
Joining the Customer Success team as a Customer Support & Service Specialist (Internally: Customer Supportability Professional 1) will see you collaborating across the EMEA business, deeply understanding customer pain and advocating for the needs of our customers and employees when the product doesn't quite work as expected. You will use your customer-obsessed and data-backed mindset to approach customer and business problems with speed.
On a typical day, you’ll support our front-line experts with product bugs, emerging issues, and escalations. You’ll be the escalation point for product issues and lead investigations through to resolution. You’ll also support innovation and incident management with a strategic lens — ensuring strong cross-functional partnerships to deliver prioritised change.
What We’re Looking For
We’re not after someone to just pick up tickets — we want a proactive, analytical self-starter who pushes the team forward. You’ll be comfortable navigating ambiguity, challenging the status quo, and designing measurable improvements. You’re experienced enough to act independently and confident enough to lead peers by example — helping shift our Supportability mindset from reactive to proactive.
You’ll work across complaints, investigations, incidents and escalations — contributing positively to tNPS and IR while keeping a close eye on our key metrics such as time to triage and resolve. You’ll also support incident response by driving improvements to mean time to acknowledge (MTTA) and contribute towards mean time to resolve (MTTR), ensuring faster, more effective handling of customer impacting issues.
NOTE: Our teams work three days a week in our London office.
What you’ll bring
- 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 covering complaints, data and privacy, product issues, etc and incident and escalation management
- Experience in proactively analysing themes and trends in tickets and translate into requirements and actions including process improvement, training opportunities, change management, and product enhancements in partnership with Product, Tech, Legal, Customer Success, and Compliance teams
- Confident navigating ambiguity and changing priorities with ease and can adapt to different audiences and levels of stakeholders
- Analytical with data analytics tools experience 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
How you will lead
- 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 nuance across International workstreams
- Monitor BPO performance in areas we own and drive improvements
Customer & Platform Support Specialist employer: Intuit
Contact Detail:
Intuit 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 analytics tools like Tableau or Excel to solve customer issues. This will highlight your ability to drive improvements and support incident management.
✨Tip Number 3
Network with current or former employees of Intuit, especially those in customer support roles. They can provide valuable insights into the company culture and expectations, which can be beneficial during your application process.
✨Tip Number 4
Prepare to discuss your experience with Tier 3 tickets and incident management. Be ready to explain how you've handled complex product issues and contributed to process improvements in previous roles.
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 and platform support, especially in financial or technology sectors. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer experience and your analytical skills. Mention specific examples of how you've successfully handled complex customer issues or improved processes in previous roles.
Showcase Relevant Skills: Emphasise your familiarity with tools like Jira, Salesforce, and data analytics software such as Tableau or Excel. Highlight any experience you have with QuickBooks or similar accounting products, as this will set you apart.
Prepare for Potential Questions: Think about how you would respond to questions regarding your experience with incident management and escalations. Be ready to discuss specific situations where you identified trends in customer feedback and implemented improvements.
How to prepare for a job interview at Intuit
✨Show Your Customer-Centric Mindset
Demonstrate your passion for customer experience by sharing specific examples of how you've gone above and beyond to support customers in previous roles. Highlight your understanding of customer pain points and how you can advocate for their needs.
✨Be Data-Driven
Since the role requires a data-backed approach, be prepared to discuss your experience with data analytics tools like Tableau or Excel. Share instances where you've used data to identify trends or improve processes, showcasing your analytical skills.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in real-world scenarios. Think about past experiences where you handled escalations or complex product issues, and be ready to explain your thought process and the outcomes.
✨Familiarise Yourself with QuickBooks Products
Having knowledge of QuickBooks and similar accounting products is advantageous. Brush up on the features and common issues users face, so you can speak confidently about how you would assist customers using these tools.
