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Q2 · 1 day ago

Associate Manager, Customer Support

Austin, TX

Full-time

Hybrid

Mid, Senior Level

4+ years exp

Q2 is a leading provider of digital banking and lending solutions, dedicated to building strong communities through innovative financial technology. They are seeking an Associate Manager, Customer Support to lead the Customer Support team, ensuring exceptional service while fostering team development and driving process improvements.

Financial ServicesFinTech

No H1B

Responsibilities

Lead day-to-day operations of the Customer Support team, ensuring delivery of a superior customer experience

Drive team alignment with the vision, direction, and culture of the broader Support organization

Partner with the Customer Success organization to share best practices and identify process efficiencies

Coordinate product release management activities, including customer communications

Motivate, coach, and reward team members to maximize performance and achieve team goals

Manage individual and team performance expectations, metrics, and development plans

Analyze support metrics and reporting to identify trends, risks, and opportunities for improvement

Collaborate with other departments on initiatives to reduce case volume, improve time-to-resolution, and enhance customer satisfaction

Define, document, and improve processes that drive efficiency, consistency, and scalability

Identify and remove roadblocks for staff, ensuring a productive and supportive work environment

Serve as an escalation point for client issues, with a 'call first' mentality to resolve concerns quickly and effectively

Build and maintain strong relationships with customers and internal stakeholders

Represent company values, culture, and ethics while modeling collaborative leadership

Oversee special projects and ensure deadlines and deliverables are met

Support after-hours crisis management as needed and serve as the escalation point for Level 1 support during assigned rotations

Manage conflict effectively to ensure team members feel respected and empowered to perform at their best

Qualification

Customer support experienceAnalytical skillsLeadership capabilityProcess improvementTeam developmentSupport methodologiesCommunication skillsOrganizational skillsProblem-solving skillsProject management

Required

Typically requires a bachelor's degree in business, Communications, or a related field and up to 6 years of related experience; or an advanced degree with 4+ years of experience; or equivalent relevant work experience

Typically requires 0–1 year managing and developing employees or demonstrated leadership in a team lead or project lead capacity

Strong track record of success as an individual contributor with proven leadership capability

Excellent communication and organizational skills with the ability to engage diverse stakeholders

Superior analytical, problem-solving, and troubleshooting skills

Ability to manage multiple projects concurrently and prioritize issues in a fast-paced environment

Strong knowledge of effective support methodologies and business requirements practices

Passion for process improvement, customer satisfaction, and team development

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