Manager, Customer Support

As passionate about our people as we are about our mission.
What We're All About :
Q2 is proud of delivering our mobile banking platform and technology solutions, globally, to more than 22 million end users across our 1,300 financial institutions and fintech clients. At Q2, our mission is simple: Build strong, diverse communities by strengthening their financial institutions. We accomplish that by investing in the communities where both our customers and employees serve and live.
What Makes Q2 Special?
Being as passionate about our people as we are about our mission. We celebrate our employees in many ways, including our "Circle of Awesomeness" award ceremony and day of employee celebration among others! We invest in the growth and development of our team members through ongoing learning opportunities, mentorship programs, internal mobility, and meaningful leadership relationships. We also know that nothing builds trust and collaboration like having fun. We hold an annual Dodgeball for Charity event at our Q2 Stadium in Austin, inviting other local companies to play, and community organizations we support to raise money and awareness together.
Q2 Software is seeking a Manager Customer Support who has a passion for delivering a superior customer experience that differentiates Q2 from its competitors. This position reports to the Director or Senior Director of Customer Support and requires a customer-centric and employee-focused personality. Essential background experience should include leading large, customer-focused teams and other managers, with strong communication, organizational skills and attention to detail. The ideal candidate is a self-motivated leader with a passion in career development of individuals and excellent customer service.
The successful candidate must have a proven track record of providing remarkable customer experience in a service-oriented industry. This experienced leader will need to bring expertise in building, leading, and motivating service-focused teams and implementing best practices driven towards enhancing customer experience. The clearly confident, yet humble and curious leader can develop and align teams with strong communication, relationship building, and collaboration skills.
RESPONSIBILITIES:

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  • Deliver a superior customer support experience to Q2 customers

  
  

  • Responsible on delivering of L1, L2 skilled work while get to interact with Delivery and the Implementation teams

  
  

  • Drive Interlock connects with cross function teams across Engineering, Product and Services

  
  

  • Deep dive exposure working with Customer Success and the sales team to funnel Customer needs and work closely with the Product team

  
  

  • Service reviews with Customer, Implementation and Engineering working enhancements and product defects.

  
  

  • Drive the team towards the vision, direction, and culture of Q2 and the Support organization

  
  

  • Achieve team goals by maximizing the success of the team members through motivating, rewarding, and coaching

  
  

  • Coach leaders through regular scheduled 1 on 1's, maintaining employee development and satisfaction.

  
  

  • Design, monitor , and otherwise implement any required Performance Improvement Plans (PIP's) for support agents identified as underperforming.

  
  

  • Employee development by reviewing Individual development plans (IDP) for employee succession

  
  

  • Manage individual and team performance expectations and goals!

  
  

  • Lead in developing new or strategic processes and activities to assist in creating deeper relationships with our customers and cross-functional departments.

  
  

  • Engage in continuous improvement (including but not limited to processes, technology, team, customer service, methodologies, and capabilities)

  
  

  • Analyze results via regular reporting metrics and use these metrics to drive support members and process improvements

  
  

  • Develop and maintain effective relationships with executive customer contacts

  
  

  • Review NPS/ Customer Satisfaction Survey Responses for each survey feedback and coach on improvements as needed

  
  

  • Work with other Q2 departments on initiatives that will drive down case volume or overall time to resolution.

  
  

  • Define and develop process and procedures that drive efficiency and consistency in support , Identify and remove roadblocks

  
  

  • Manage and address client escalations with a "call first" mentality, someone not afraid to pick up the phone to resolve issues quickly.

  
  

  • Develop and maintain effective relationships with other departments and leaders

  
  

  • Exemplify workplace and business ethics

  
  

  • Effectively manage projects to meet deadlines and achieve results

  
  

  • Identify , meet and exceed team and individual metrics that contribute to Q2 and executive management objectives

  
  

  • Exemplify the Q2 corporate culture and spirit

  
  

  • Responsible for ensuring that all security, availability, confidentiality , and privacy policies and controls are adhered to

  
  

  • Working the US business hours (India night time is a must-ask )

EXPERIENCE AND KNOWLEDGE:

• Typically requires a Bachelor's degree and 10+ years of related experience.
• 5-7 years of proven experience managing and developing employees
• Excellent communication and organizational skills required
• Track record of leadership success, managing and mentoring teams and managers
• Ability to interface with diverse internal and external stakeholders
• Superior analytics, problem-solving, and troubleshooting skills
• Ability to manage multiple projects concurrently and prioritize issues in a fast-moving, dynamic environment
• Strong knowledge of effective business requirements practices and support methodologies
• A passion for improving processes and a commitment to customer satisfaction
• Knowledge of banking practices is helpful.

This position requires fluent written and oral communication in English.
Health & Wellness

• Hybrid Work Opportunities
• Flexible Time Off
• Career Development & Mentoring Programs
• Health & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents
• Community Volunteering & Company Philanthropy Programs
• Employee Peer Recognition Programs - "You Earned it"

Click here to find out more about the benefits we offer.
How We Give Back to the Community:
You can learn more about our Q2 Spark Program, Q2 Philanthropy fund, and our employee volunteering programs on our Q2 Community page . Q2 supports dozens of wide-reaching organizations, such as the African American Leadership Institute , and The Trevor Project , promoting diversity and success in leadership and technology. Other deserving beneficiaries include Resource Center helping LGBTQ communities, JDRF , and Homes for our Troops , a group helping veterans rebuild their lives with specially adapted homes.
At Q2, our goal is to be a diverse and inclusive workforce that fosters mutual respect for our employees and the communities we serve. Q2 is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.