Senior 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 is seeking a Sr. Customer Support Manager for the Data Services team, overseeing remote teams in India. This role requires a customer-centric and employee-focused personality. Essential background experience should include leading medium-sized customer-facing teams, strong communication, organizational skills, and attention to detail. The ideal candidate is a self-motivated leader with a passion for individual career development and excellent customer service. This position will lead a Support team in providing service to our top-tier and mission-critical customers. Experience providing customer support and building strong partnerships with high-touch customers is strongly preferred.
RESPONSIBILITIES:
Deliver a superior customer support experience to Q2 customers
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 staff members through regular, scheduled 1 on 1’s, maintaining employee development and satisfaction.
Manage individual and team performance expectations and goals
Manage staff onboarding and termination, including interviews and new team member selection processes
Engage in continuous improvement (including but not limited to processes, team, customer service, methodologies, and capabilities) to define and develop processes and procedures that drive efficiency and consistency in support
Analyze results via regular reporting metrics and use these metrics to drive support members and process improvements
Work with other Q2 departments on initiatives that will drive down case volume or overall time to resolution.
Identify and remove staff roadblocks
Manage, address, and de-escalate client escalations with a problem-solving mindset, and active customer engagement/touchpoints, and direct communication.
Develop and maintain effective relationships with strategic and Premier customers.
Develop and maintain effective relationships with other departments
Exemplify workplace and business ethics
Responsible for ensuring that all security, availability, confidentiality, and privacy policies and controls are adhered to.
Effectively manage projects to meet deadlines and achieve results
Identify, meet, and exceed team and individual metrics that lead toward Q2 and executive management objectives
Develop and grow advanced knowledge of technical support concepts and practices
Exemplify the Q2 corporate culture and spirit
Remain available as needed for crisis management (after-hours work occasionally required)
Serve as the non-standard business hours escalation point when assigned and as a backup for peer managers.
Manage conflict to ensure team members feel respected and empowered to function at their highest level.
Flexible and available to cover on call and work India night shift on a need basis
EXPERIENCE AND KNOWLEDGE:
Excellent communication and organizational skills required
Track record of leadership success, managing and mentoring teams
Superior analytics, problem-solving, and meta-troubleshooting skills
Excellent communication skills and ability to interface with diverse internal and external stakeholders
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
Ability to travel (around 5%) to clients or partners when necessary
Knowledge of financial principles, lending, or asset management, is helpful
Health & Wellness
Hybrid & Remote Work Opportunities
Flexible Time Off
Career Development & Mentoring Programs
Generous Retirement Benefit Plans, including a company-matching HSA program.
Health & Wellness Benefits, including a 12-weeks of parental leave for eligible new parents
Community Volunteering & Company Philanthropy Programs
Employee Peer Recognition Programs – “You Earned it”
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
,
Ladders for Leaders
, 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, ****** orientation, protected veteran status, disability, age, or other legally protected status.