At a glance
AI generatedTL;DR
This role is ideal for a senior leader in customer support who excels at managing and developing a high-performing team within the SaaS industry. As a Customer Support Manager at Q2, you will lead a team of representatives, setting clear goals and KPIs to ensure superior service delivery while resolving escalated client issues with expertise. You’ll collaborate closely with Product, Engineering, and Customer Success teams to drive process improvements and enhance customer satisfaction. Key responsibilities include optimizing support workflows, analyzing metrics for continuous improvement, and fostering a culture that prioritizes accountability and professional growth. The ideal candidate has 6+ years of experience in customer support or service roles, including 2-4 years in people management, with strong communication skills and knowledge of CRM systems. This position is crucial in Q2’s mission to build robust financial communities by delivering exceptional software and services that empower financial institutions.
Skills
What you'll do
- Lead and develop a customer support team, providing coaching and performance feedback.
- Set clear goals and KPIs to ensure consistent delivery of superior customer support.
- Oversee escalated client issues, serving as primary point of contact for high-impact cases.
- Define and optimize support processes to improve efficiency and consistency.
- Monitor support metrics and use insights to drive continuous improvement and leadership decisions.
- Build strong relationships with customers, advocating for their needs internally.
What we're looking for
- Proven leadership experience managing customer support or service teams in SaaS, technology, or financial services.
- Strong track record of driving customer satisfaction, retention, and operational excellence.
- Excellent communication, presentation, and interpersonal skills with the ability to engage internal and external stakeholders.
- Analytical mindset with the ability to interpret support data and implement actionable improvements.
- Experience managing escalations and resolving complex or sensitive customer issues.
- Knowledge of support tools, CRM/ticketing systems, and best practices for customer service delivery.
Employer
About Q2
Q2 Holdings is a cloud-based banking software company providing digital banking solutions to banks, credit unions, and alternative financial companies, including consumer and business banking platforms. Industry: Financial Technology & Digital Banking
Q2 currently has 49 open roles on FindRole.
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