Customer support manager serp_jobs.h1.location_city

Manager, Customer Support

Q2 is a leading provider of digital banking and lending solutions to banks, credit unions, alternative finance companies, and fintechs in the U.S. and internationally. Our mission is simple : build strong and diverse communities through innovative financial technologyand we do that by empowering our people to help create success for our customers.

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 Manager, Customer Support to work with external customers by providing technical support for the Q2 product. This is a technical support leadership role that requires both leadership experience managing front and back end application teams troubleshooting at every layer. Qualified candidates must have experience with phone-based application support, strong communication and organization skills, and must pay close attention to detail. Familiarity with SQL and Windows OS / Server troubleshooting is preferable.

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 :

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 :

Our culture & commitment :

We're proud to foster a supportive, inclusive environment where career growth, collaboration, and wellness are prioritized. And our benefits go beyond healthcareoffering resources for physical, mental, and professional well-being. Q2 employees are encouraged to give back through volunteer work and nonprofit support through our Spark Program. We believe in making an impactin the industry and in the community.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or veteran status.

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