Manager, Customer Support at Q2 in Austin, TX

Manager, Customer Support Location: Austin, TX 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, 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. SUMMARY This role is ideal for a leader who is comfortable working closely with clients and cross-functional partners, can navigate technical conversations with confidence, and takes pride in helping customers through complex situations. While this is not a technical role, it does require the ability to partner effectively with internal subject matter experts, understand the nature of customer issues, and translate them into clear, practical guidance for clients and colleagues. As a people leader, you will build and develop a strong, accountable support team, bringing empathy, sound judgment, and credibility to customer relationships, escalations, and day-to-day leadership. RESPONSIBILITIES • Lead, manage, and develop a team of Customer Support Representatives, providing coaching, performance feedback, and career development. • Establish clear team goals, KPIs, and service-level expectations to ensure consistent delivery of a superior customer support experience. • 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. • 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 their needs internally. • Foster a positive, collaborative team culture that emphasizes accountability, professional growth, and customer advocacy. • Represent the Support function at client events, leadership meetings, and cross-functional projects. EXPERIENCE AND KNOWLEDGE • Typically requires a Bachelor’s degree in Business, Communications, or a related field and a minimum of 6 years of related experience; or an advanced degree with 4+ years of experience. • Typically requires 2–4 years managing and developing employees. • 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. • Strong organizational and project management skills with the ability to manage competing priorities. • Knowledge of support tools, CRM/ticketing systems, and best practices for customer service delivery. • Passion for developing talent, improving processes, and delivering exceptional customer experiences. 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. Health & Wellness Hybrid Work Opportunities Flexible Time Off Career Development & Mentoring Programs Health & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents Community Volunteering & Company Philanthropy Programs Employee Peer Recognition Programs – “You Earned it” Click here to find out more about the benefits we offer. Our Culture & Commitment: We’re proud to foster a supportive, inclusive environment where career growth, collaboration, and wellness are prioritized. And our benefits go beyond healthcare—offering resources for physical, mental, and professional well-being. Click here to find out more about the benefits we offer. Q2 employees are encouraged to give back through volunteer work and nonprofit support through our Spark Program (see more). We believe in making an impact—in the industry and in the community. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or veteran status. Applicants in California or Washington State may not be exempt from federal and state overtime requirements