International Head of Complaints and Tier 3

6 months ago

Toronto, Canada Intuit Full time

**Overview**:
Join the Intuit Customer Success team as a Group Manager of Tier 3 Support and Complaints across International markets. As a leader on this team, you will be central to delivering a stellar experience for our customers and our rapidly expanding network of both in-house and outsourced support experts. You’ll be pivotal in delivering the service experience for our small business customers in all markets outside of the US, leading escalations and support through our Tier 3 and Complaints teams.

Our approach to customer success is transforming and is always focused on achieving the highest levels of customer experience. We do this through customer-focused thinking, which enables customer retention and growth. Our mindset is deeply customer obsessed and solves for customer pain through data driven insights and innovation. The Expert Network teams are at the core of this as we innovate, experiment, learn, and grow.

THE ROLE

In this role, you will be part of a leadership team that is at the centre of creating a world class professional organisation and an environment that facilitates our leaders and experts to do the best work of their lives. You will directly lead a team of managers delivering the tier 3 experience, leadership of the complaints experience and critical issues impacting the customer experience.

You will be the advocate and voice of this team and a key leader in championing the customer and expert experience, in collaboration with our ecosystem of outsourced partners. You will be accountable for driving operational and quality performance across tier 3 and complaints teams, leading change management, driving efficiency and rigour, as well as coaching your leaders to deliver exceptional experiences for our customers and experts.

You will play a key role in the Global Service Delivery leadership team in the Expert Network, responsible for driving strategic initiatives and building strong partnerships and influence with our business and segment partners.

In particular, you will work to deepen relationships with Product, Legal and Compliance teams to remove friction from our critical response processes in order to improve the customer and frontline expert experiences:

- Product ‘investigations’ (degraded experiences)
- Incident management
- Complaints experiences, including regulated environments

You will also play an active role in the International Customer Success leadership team to help create and drive global best practice.

**What you'll bring**:

- Customer experience advocat**e**: demonstrated through a solid understanding of customer workflows within the product with the intent to remove product friction to deliver an elegant user experience.
- Team & talent builder: has substantial leadership experience and a track record as a talent steward with a proven history of hiring, managing and developing a high performing and engaged team. Experience leading geographically dispersed teams.
- Boundaryless leade**r**: 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 experiences and reducing customer issues. Has developed clear and compelling business cases that support prioritisation of work and investments.
- Customer support expert: proven ability to lead and develop large scale customer support teams and foster a high-performance culture in a hybrid environment
- Change leader: experience in a dynamic work environment, managing and executing complex system and organisational change initiatives.
- Communicator: Ability to communicate for impact, fluent in English and have excellent written and verbal communication skills including an ability to communicate complex issues simply
- Strong experience primarily in service delivery or in a services in a people leadership role
- SaaS based industry experience is a plus

As this role will require collaboration across multiple global teams, it will require up to 20% travel.

**How you will lead**:

- Create the vision and strategy for our Tier 3 & Complaints organisation (internally called _‘Supportability’_) to support the delivery of exceptional customer support interactions.
- Collaborate with senior leadership on the vision and strategy for customer support, creating talent strategies for next level help experts across the ecosystem.
- Develop a framework of SLAs and outcome metrics that enable a high bar for performance, drive accountability to deliver optimisation of working practices, and create transparency through reporting for internal stakeholders.
- Lead operational performance management of our international Tier 3 & Complaints teams, delivering on experience, opex and performance targets.
- Ensuring proactive communication of escalated issues to internal stakeholders across Customer Success and go-to-market teams. Drive effective prioritisation with interna

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