Manager, Customer Support at Q2

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Technology, Digital BankingIndustries

Requirements

Passion for delivering superior customer experience
Experience leading large, customer-focused teams and other managers
Strong communication, organizational skills, and attention to detail
Self-motivated leader with passion for career development of individuals and excellent customer service
Proven track record of providing remarkable customer experience in a service-oriented industry
Expertise in building, leading, and motivating service-focused teams
Expertise in implementing best practices to enhance customer experience
Confident, humble, and curious leadership style
Strong communication, relationship building, and collaboration skills
Customer-centric and employee-focused personality

Responsibilities

Deliver a superior customer support experience to Q2 customers
Responsible for delivering L1, L2 skilled work while interacting with Delivery and Implementation teams
Drive interlock connects with cross-functional teams across Engineering, Product, and Services
Deep dive exposure working with Customer Success and sales team to funnel customer needs and work closely with Product team
Conduct service reviews with Customer, Implementation, and Engineering on enhancements and product defects
Drive the team towards the vision, direction, and culture of Q2 and the Support organization
Achieve team goals by maximizing success of team members through motivating, rewarding, and coaching
Coach leaders through regular scheduled 1-on-1s, maintaining employee development and satisfaction
Design, monitor, and implement Performance Improvement Plans (PIPs) for underperforming support agents
Support employee development by reviewing Individual Development Plans (IDPs) for employee succession
Manage individual and team performance expectations and goals
Lead in developing new or strategic processes and activities to create deeper relationships with customers and cross-functional departments
Engage in continuous improvement (processes, technology, team, customer service, methodologies, and capabilities)
Analyze results via regular reporting metrics and use them to drive support members and process improvements
Develop and maintain effective relationships with executive customer contacts
Review NPS/Customer Satisfaction Survey responses and coach on improvements as needed
Work with other Q2 departments on initiatives

Skills

Key technologies and capabilities for this role

Customer Support ManagementTeam LeadershipCustomer ExperienceCommunicationOrganizational SkillsEmployee DevelopmentMentorshipService-Oriented Leadership

Questions & Answers

Common questions about this position

What experience is required for the Manager, Customer Support role?

The role requires leading large, customer-focused teams and other managers, with strong communication, organizational skills, and attention to detail, plus a proven track record of providing remarkable customer experience in a service-oriented industry.

What does Q2's company culture look like?

Q2 is passionate about its people, celebrating employees through events like the 'Circle of Awesomeness' award ceremony, Dodgeball for Charity, and investing in growth via learning opportunities, mentorship, and internal mobility.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What makes a strong candidate for this position?

A strong candidate is a self-motivated, customer-centric leader with a passion for career development, expertise in building and motivating service-focused teams, and skills in communication, relationship building, and collaboration.

Q2

Digital banking solutions for financial institutions

About Q2

Q2 provides digital banking solutions tailored for regional and community financial institutions, alternative finance and leasing companies, and other financial technology firms. Their products include a range of digital banking services, banking as a service, and lending and leasing options that allow users to conduct transactions and interact with their financial institutions from any device, at any time. What sets Q2 apart from its competitors is its focus on empowering community banks and credit unions, helping them enhance their digital presence and improve user engagement. The company's goal is to strengthen diverse communities by supporting the financial institutions that serve them, enabling these institutions to grow and adapt beyond traditional limits.

Austin, TexasHeadquarters

2004Year Founded

$40.1MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Hybrid Work Options

Professional Development Budget

Risks

Increased competition from fintechs could erode Q2's market share.

Rapid technological changes may outpace Q2's innovation capabilities.

Economic downturns could reduce financial institutions' spending on digital transformation.

Differentiation

Q2 offers a comprehensive suite of digital banking solutions for financial institutions.

Q2's Partner Accelerator Program enables rapid deployment of fintech integrations.

Q2 Engage focuses on personalized consumer banking experiences to enhance user engagement.

Upsides

Q2 powers 60% of Forbes' America's Best Banks, showcasing its solution effectiveness.

Integration with AI platforms like Personetics enhances personalized customer engagement.

Q2's platform helps financial institutions grow deposits without relying on interest rates.

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