Since 1988 Quicken has been the top personal management software for millions of consumers. We pioneered a radically easier and faster way for people to manage their household finances. Since then we’ve continued to focus on delighting customers and making the Quicken product and experience better than ever.

Job Title: 
Care Experience Supervisor
Location: 
Tucson
AZ
United States
Department: 
Care
Job Requisition Number: 
1016-19
Job Summary: 

Quicken is committed to helping people lead healthy financial lives. We’re reinvigorating our business to become the most used, most loved personal finance software.  This role is the opportunity to join a company that is making history and making an impact.

We’re looking for a seasoned leader with an “own the outcome” mentality, along with experience working in a contact center environment and building cross-functional relationships.

Responsibilities: 
  • Directly supervise a team of Tucson phone/chat Tier 1 & Tier 2 technical support specialists. 
  • Continually optimize performance, process, and tools to deliver for customers.
  • Become a product expert in all aspects of the Quicken software - serve as a subject matter expert (SME)
  • Handle escalated customer contacts
  • Work with outsource partners to share real-time intelligence and best practices
  • Analyze customer feedback and create experiments/tests to improve customer experiences.   
  • Utilize insights to identify key areas of opportunity and work across teams to prioritize experience enhancements
  • Embrace the Quicken values and act as a positive role model.
  • Assess industry best practices for potential fit for Quicken Care
  • Coordinate special events and activities for employees
  • Be available on a rotational, on-call basis in support of a 24x7 operation
Qualifications: 
  • 2+ years of Quicken experience
  • 2+ years management experience
  • Proven success leading and developing customer support agents at all levels
  • Leadership experience in talent development, definition, and execution of strategy
  • Has the ability to influence and drive change at multiple levels within an organization
  • Expertise in defining and driving quantifiable metrics/KPIs, leveraging customer data to influence prioritization
  • Highly analytical, ability to define and measure tests to inform and launch new experiences
  • Has been an integral member of a project team with proven results
  • Excellent written and verbal communication skills

Quicken is excited to be building a team of innovative and talented people that are dedicated to helping people improve their financial lives.  We believe in giving our employees the benefits and perks to keep them happy and healthy.  Whether it’s generous healthcare benefits, a 5% matching 401(k) Plan, a gym subsidy, or unlimited snacks, we believe happy employees are successful employees.  (Benefits and perks may vary based on location.)  Come join our Quicken team!

Quicken is proud to be an equal opportunity employer and considers qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition or disability.

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