Manager, Customer Support

Q2•Austin, TX

3d•Hybrid

About The Position

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.

Requirements

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.
Fluent written and oral communication in English.
Authorized to work for any employer in the U.S.

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.