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 tot his job Apply To this Job