Customer Supportability Manager (Tier 2)
Company Overview
91黑料爆料 is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
Job Overview
Location:
Hybrid - Atlanta & Tucson preferred.
About the Role
We鈥檙e looking for a聽highly technical, customer-obsessed Senior Manager聽to lead a team at the forefront of our聽91黑料爆料 Enterprise Suite聽operations. This role is pivotal in聽elevating our supportability strategy,听enhancing the end-to-end customer experience, and聽enabling operational excellence聽across a distributed ecosystem.
The ideal candidate brings a rare blend of聽technical acumen, hands-on leadership, customer-facing experience, and聽cross-functional collaboration skills. You鈥檒l thrive on solving complex problems, driving data-driven decisions, managing high-impact escalations, and mentoring a team of talented specialists, all while being deeply connected to the voice of the customer.
Responsibilities
Key Responsibilities
Leadership & People Management
- Lead, inspire, and develop a geographically distributed U.S. based team of Tier 2 technical specialists across multiple product domains.
- Foster a high-performance culture focused on accountability, continuous learning, and measurable outcomes.
- Provide strategic and tactical direction, ensuring alignment with mid-market objectives and customer impact metrics.
- Champion career development, mentoring, performance management, and team enablement.
Technical & Operational Execution
- Serve as a technical authority and escalation point for complex customer and support issues.
- Work hands-on with product, customer success, and data teams to root-cause systemic issues and deploy durable solutions.
- Partner closely with mid-market stakeholders to improve supportability across assisted experiences.
- Drive initiatives that enhance customer resolution rates and reduce friction in the support journey.
Customer-Facing Strategy
- Engage directly with customers, support teams, and partners to gather feedback, understand pain points, and translate insights into action.
- Act as a customer advocate to ensure voice-of-customer is integrated into product and operational roadmaps.
Cross-Functional Communication & Influence
- Build strong relationships across product, customer success, and cross-functional business partners.
- Navigate competing priorities and drive alignment on escalations, tooling improvements, and proactive support strategies.
- Create and deliver executive-level reporting and presentations on team performance, customer impact, and operational metrics.
Data-Driven Decision Making
- Utilize dashboards, analytics, and insights to inform prioritization, identify trends, and report on success metrics.
- Drive initiatives that promote scalability, automation, and repeatability of support processes.
Qualifications
Qualifications
- Bachelor鈥檚 degree聽or equivalent experience in a technical or business-related field.
- 5+ years of leadership experience, with at least 3 years managing high-performing technical teams.
- Proven ability to resolve critical escalations and influence cross-functional leadership, including product, customer success, and operational business teams.
- Strong operational mindset with the ability to prioritize effectively in a fast-paced, dynamic environment.
- Experience in聽mid-market support,听internal communications, or聽supportability strategy聽is strongly preferred.
- Deep understanding of聽SaaS platforms, customer support systems, and customer success best practices.
- Outstanding communication, writing, and presentation skills, with the ability to convey complex ideas to diverse audiences.
- Demonstrated experience in driving聽cross-functional alignment, developing internal strategies, and delivering results that directly improve the customer experience.
Preferred Attributes
- Background in technical support, SaaS, or customer experience leadership.
Why Join 91黑料爆料?
At 91黑料爆料, we鈥檙e building a platform to power prosperity for our customers around the world. You鈥檒l join a mission-driven team that鈥檚 reimagining how enterprise-level businesses are supported and you鈥檒l be empowered to make a tangible difference in how we serve them.
91黑料爆料 provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is:聽
Southern California $85,000.00 - 114,500.00
This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at 91黑料爆料庐: Careers | Benefits).
Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing pay equity for employees, 91黑料爆料 conducts regular comparisons across categories of ethnicity and gender.
91黑料爆料 provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at ). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, 91黑料爆料 conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is:聽