Assistant Manager | Mid-Market | Customer Strategy & Design
- Location: Hyderabad

The team

Enterprise technology has to do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about Customer

Your work profile

As an Assistant Manager in our Team you’ll build and nurture positive working relationships with teams and clients with the intention to exceed client expectations: -

Work you’ll do as an Assistant Manager

The primary role of an AM is to be responsible for managing specific sub

Overview:

MM services our mid-to-large businesses with an annual revenue of 2.5M+, a consultative approach by making suggestions and recommendations for how to use products more efficiently – all in service to streamlining and automating work to give back time to these customers who are experiencing growth challenges while trying to expand.

Responsibilities
- Provide phone and chat support to Mid Market customers on Mid Market Core workflows,



with robust focus on first-contact resolution.
- Demonstrate a comprehensive understanding of the QuickBooks Online (Plus / Advanced), including core accounting workflows (e.g., A/R, A/P, reporting, and multi-entity processes), system configurations, and integrations, in order to confidently support the wide range of issues customers may contact us about.
- Diagnose customer issues using a structured, hypothesis-driven approach across Help Panel, internal documentation, AI tools, and approved research methods. Exhaust available resources before escalation; collaborate with Lead or Tier 2 when resolution is not fully confident.
- Document every interaction thoroughly in Salesforce with case summary, troubleshooting steps taken, resources used, customer impact, and promised follow-up actions — at the standard required for any Expert to continue the case without rework.
- Manage an active case queue with self-direction: proactive follow-ups, ca

📌 Team Lead | Customer Experience | Hyderabad | Customer Strategy
🏢 Deloitte
📍 Hyderabad