Manager, Customer Support at Q2 in Austin, TX

Job description

As passionate about our people as we are about our mission. Why Join Q2? 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 technology—and we do that by empowering our people to help create success for our customers. What Makes Q2 Special? Being as passionate about our people as we are about our mission. We celebrate our employees in many ways through our year-round Q2 ChangeMakers awards program and global moments of recognition and connection. We invest in the growth and development of our team members through ongoing learning opportunities, internal mobility, and meaningful leadership relationships. We also know that nothing builds trust and collaboration like having fun and giving back together. From company-wide volunteer days to events like our Q2 Homecoming Week—featuring learning, community service, and culture-building experiences—we create opportunities to connect, grow, and make an impact. SUMMARY Q2 is looking for a Manager, Customer Support who is responsible for leading a high-performing support team to deliver world-class service, ensure customer satisfaction, and drive continuous improvement in support processes. This role oversees day-to-day operations, escalations, and team performance while partnering with cross-functional teams to address customer needs, implement efficiencies, and improve the overall support experience. Reporting to senior leadership, the Manager translates department priorities into clear team goals and work plans, develops team capabilities, and ensures alignment with department and company goals. The position requires a customer-centric leader with strong operational, analytical, and coaching skills, who uses AI to improve team outcomes and who balances customer advocacy with organizational priorities, quality, and team capacity. RESPONSIBILITIES Lead, manage, and develop a team of Customer Support Representatives, providing coaching, performance feedback, and career development; deliver difficult feedback and manage underperformance with consistency and follow-through; and build bench strength by identifying and developing potential successors. Translate department priorities into clear team goals, work plans, KPIs, and service-level expectations to ensure consistent delivery of a superior customer support experience. Set and communicate team priorities, make practical trade-offs between speed, quality, capacity, and team health, and rebalance work early when risks, dependencies, or capacity constraints emerge. Run a consistent operating rhythm (team check-ins, priority reviews, performance tracking, and follow-through); hold the team accountable to commitments and standards; and identify risks before they escalate. Oversee escalated client issues, serving as the primary point of contact for high-impact or sensitive cases, with a focus on rapid resolution and customer satisfaction. Partner with Product, Engineering, and Customer Success teams to resolve customer issues, share feedback, and drive product and process improvements. Define and optimize support processes, workflows, and documentation to improve efficiency, scalability, and consistency. Monitor and analyze support metrics and reporting, using insights to drive continuous improvement and inform leadership decisions, and show how team results support department and company goals. Make decisions with customer, partner, cost, and operational context in mind, including the downstream impact on adjacent teams. Collaborate with other departments on initiatives to reduce case volume, improve time-to-resolution, and enhance self-service capabilities. Oversee product release readiness within Support, including training, documentation, and customer communications. Build and maintain strong relationships with customers, advocating for