Manager, Customer Support

Q2•Austin, TX

10d

About The Position

Q2 is seeking a Manager, Customer Support to lead a high-performing support team delivering excellent service and customer satisfaction while continually improving support operations. The manager oversees daily operations, escalations, and team performance; partners across departments to address customer needs and improve the support experience; and translates department priorities into clear team goals and work plans. The role calls for a customer-centric leader with operational, analytical, and coaching skills who uses AI to improve team outcomes and balances customer advocacy with organizational priorities, service quality, and team capacity.

Requirements

Typically, a bachelor's degree in Business, Communications, or a related field and at least 6 years of related experience, or an advanced degree and 4 or more years of experience.
Typically, 2–4 years of experience managing and developing employees, including delivering difficult feedback and managing underperformance.
Proven leadership experience managing customer support or service teams in SaaS, technology, or financial services.
Strong record of driving customer satisfaction, retention, and operational excellence.
Excellent communication, presentation, and interpersonal skills, including the ability to engage internal and external stakeholders and tailor messages for senior leaders and other audiences.
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, including managing competing priorities and leading teams through change and ambiguity.
Knowledge of support tools, CRM or ticketing systems, and customer service delivery best practices.
Demonstrated AI fluency and a track record of, or strong interest in, driving experimentation and AI adoption within a team.
Commitment to developing talent, improving processes, and delivering exceptional customer experiences, along with emotional intelligence, humility, and openness to feedback.
Fluent written and oral communication in English.
Must be authorized to work for any employer in the United States; Q2 is unable to sponsor or take over sponsorship of an employment visa.

Responsibilities

Lead, manage, and develop Customer Support Representatives through coaching, performance feedback, career development, consistent handling of underperformance, and development of potential successors.
Translate department priorities into team goals, work plans, KPIs, and service-level expectations.
Set and communicate priorities; balance speed, quality, capacity, and team health; and adjust work early when risks, dependencies, or capacity constraints arise.
Maintain an operating rhythm through team check-ins, priority reviews, performance tracking, and follow-through; hold the team accountable and identify risks before escalation.
Oversee escalated client issues and act as the primary contact for high-impact or sensitive cases, focusing on rapid resolution and customer satisfaction.
Partner with Product, Engineering, and Customer Success to resolve customer issues, share feedback, and improve products and processes.
Define and optimize support processes, workflows, and documentation for efficiency, scalability, and consistency.
Monitor and analyze support metrics and reporting, use insights for continuous improvement and leadership decisions, and connect team results to department and company goals.
Make decisions with customer, partner, cost, operational, and downstream cross-team impacts in mind.
Collaborate across departments to reduce case volume, improve time-to-resolution, and enhance self-service.
Oversee Support readiness for product releases, including training, documentation, and customer communications.
Build and maintain customer relationships and advocate for customer needs internally.
Foster a positive, collaborative, accountable team culture that supports professional growth, customer advocacy, trust, transparency, and open feedback.
Lead with emotional intelligence and a steady, confident presence during pressure or change; guide the team through ambiguity and shifting priorities while keeping execution on track.
Use AI in personal work and encourage team experimentation, sharing lessons and linking adoption to measurable improvements such as quality, time-to-resolution, and efficiency.
Represent Support at client events, leadership meetings, and cross-functional projects, tailoring communications to each audience.