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 Software is seeking a Senior 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 a 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:Deliver a superior customer support experience to Q2 customersDrive the team towards the vision, direction, and culture of Q2 and the Support organizationAchieve team goals by maximizing the success of the team members through motivating, rewarding, and coachingCoach leaders through regular scheduled 1 on 1’s, maintaining employee development and satisfaction.Manage individual and team performance expectations and goalsEngage 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 improvementsDevelop and maintain effective relationships with executive customer contactsWork 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 supportIdentify and remove roadblocksManage and address client escalations with a “call first” mentality, someone not afraid to pick up the phone to resolve issues quicklyDevelop and maintain effective relationships with other departments and leadersExemplify workplace and business ethicsEffectively manage projects to meet deadlines and achieve resultsIdentify, meet and exceed team and individual metrics that contribute to Q2 and executive management objectivesExemplify the Q2 corporate culture and spiritResponsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered toWorking the US business hours (India nighttime 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 employeesExcellent communication and organizational skills requiredTrack record of leadership success, managing and mentoring teams and managersAbility to interface with diverse internal and external stakeholdersSuperior analytics, problem-solving, and troubleshooting skillsAbility to manage multiple projects concurrently and prioritize issues in a fast-moving, dynamic environmentStrong knowledge of effective business requirements practices and support methodologiesA passion for improving processes and a commitment to customer satisfactionKnowledge of banking practices is helpful#LI-AS1#LI-Onsite#LI-HybridHealth & WellnessHybrid & Remote Work Opportunities                                                                  Flexible Time OffCareer Development & Mentoring ProgramsGenerous Retirement Benefit Plans, including a company-matching HSA program.Health & Wellness Benefits, including a 12-weeks of parental leave for eligible new parentsCommunity Volunteering & Company Philanthropy ProgramsEmployee 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, Code2College, and YearUp, 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.