Manager, Customer Support - #258007

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.

The Job At-A-Glance

Q2 is seeking a Customer Support Manager that requires a customer centric and employee focused personality. Essential background experience should include leading large customer focused teams, 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.

A Typical Day

• 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)
• 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.
• Define and develop process and procedures that drive efficiency and consistency in support
• Identify and remove staff roadblocks
• Manage, address and deescalate client escalations with a “call first” mentality
• Develop and maintain effective relationships with 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 towards Q2 and executive management objectives
• Maintain advanced knowledge of HR and Legal team management practices and management best practices
• 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 for level 1 support when assigned, and as backup for other management team members.
• Manage conflict to ensure team members feel respected and are allowed to function at their highest level.
  
  

Bring Your Passion, Do What You Love. Here’s What We’re Looking For:

• Typically requires a Bachelor's degree and 6+ years of related experience. Typically requires 1-2 years managing and developing employees.
• 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
• Knowledge of Banking practices is helpful
  
  

This position requires fluent written and oral communication in English.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

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.

Applicants in California or Washington State may not be exempt from federal and state overtime requirements