Customer Success delivers award winning post sales support experiences to small business owners, accountants and self-employed individuals using our products: QuickBooks Online, QuickBooks Payroll, QuickBooks Accountant, QuickBooks Self-Employed and QuickBooks Time. We do this by being effective and efficient, eliminating customer friction, expanding our value to the business and driving customer experience outcomes.

Joining the Customer Success team as a Customer Advocacy Specialist will see you collaborating across the EMEA business and with customers deeply understanding customer pain, advocating for the needs of our customers and employees, and managing business risk by upholding strict adherence to compliance. You will use your customer obsessed and data backed mindset to approach customer and business problems with quality and speed while being a champion of customer trust.

On a typical day you will be proactively reviewing complaint cases ensuring compliance processes are adhered to and customer resolution is top priority. You will perform root cause analysis to undercover process, product and interaction breakdowns, and manage systemic issues through to resolution. You will ensure we comply with the complaints handling rules and expectations of the Central Bank of Ireland as our regulator. You will be experienced in complaints management in a regulated financial services environment .

You will also at times act as a point of escalation for customer product pain as it is escalated or requires investigation from multiple sources and channels.