Associate Manager, Customer Support

Q2 • Austin, TX

5d • Hybrid

About The Position

Q2 is looking for an Associate Manager, Customer Support who is a supervisory role focused on delivering an exceptional customer support experience while fostering the development and success of team members. Reporting to the Director of Fraud Intelligence Support, this role requires strong communication, organizational skills, and a passion for customer service and employee growth. This position provides coaching, guidance, and escalation support while driving continuous improvement in processes, tools, and methodologies. The ideal candidate is self-motivated, customer-centric, and dedicated to building a high-performing, collaborative support culture.

Requirements

• 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.

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.

Benefits

• 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”

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees