Customer & Platform Support Specialist

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 prioritize 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.

Note: Our teams work three days a week in our London office.

Responsibilities:

1. Act as the escalation and investigation lead for complex or persistent product issues
2. Perform root cause analysis and identify trends across customer contacts
3. Raise and prioritize product issues using data-backed insights
4. Support incident management efforts with timely triage, coordination, and communication
5. Partner with engineering and product teams to drive issue resolution
6. Own the delivery of complaints and regulatory cases to a high standard
7. Identify opportunities for continuous improvement and test new approaches
8. Share insights and recommendations that influence product and support strategies
9. Create or improve knowledge content to enable speed and consistency
10. Represent EMEA-specific customer needs and operational nuances across international workstreams
11. 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