Manager, Customer Support

Q2 Software•Austin, TX

8d•Hybrid

About The Position

Q2 is seeking a Manager, Customer Support to lead a high-performing support team that delivers excellent service, customer satisfaction, and continuous improvement. Reporting to senior leadership, this role translates department priorities into team goals and work plans, develops team capabilities, and ensures alignment with department and company goals. The manager oversees daily operations, team performance, and escalations, and partners with cross-functional teams to address customer needs and improve support processes and the customer experience. The position calls for a customer-centric leader with operational, analytical, and coaching skills who uses AI to improve team outcomes. The manager balances customer advocacy with organizational priorities, service quality, and team capacity, while leading through change and ambiguity. The role requires fluent written and oral communication in English. Applicants must be authorized to work for any U.S. employer; Q2 is unable to sponsor or take over sponsorship of an employment visa at this time.

Requirements

Typically requires a bachelor's degree in Business, Communications, or a related field and at least 6 years of related experience, or an advanced degree with 4 or more years of experience.
Typically requires 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 track 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 audiences such as senior leaders.
Analytical 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 through changing priorities 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.
Passion for talent development, process improvement, and exceptional customer experiences; 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; visa sponsorship or transfer is not available.

Responsibilities

Lead, manage, and develop Customer Support Representatives through coaching, performance feedback, and career development; address difficult feedback and underperformance consistently and develop potential successors.
Translate department priorities into clear team goals, work plans, KPIs, and service-level expectations.
Set and communicate team priorities; make trade-offs among speed, quality, capacity, and team health; and rebalance work when risks or capacity constraints arise.
Maintain a consistent operating rhythm through team check-ins, priority reviews, performance tracking, and follow-through; hold the team accountable and identify risks early.
Oversee escalated client issues as the primary point of contact for high-impact or sensitive cases, prioritizing rapid resolution and customer satisfaction.
Partner with Product, Engineering, and Customer Success 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, use insights to drive improvement and inform leadership decisions, and connect team results to department and company goals.
Make decisions with customer, partner, cost, and operational context in mind, including downstream effects on adjacent teams.
Collaborate across departments to reduce case volume, improve time-to-resolution, and enhance self-service capabilities.
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 team culture focused on accountability, professional growth, customer advocacy, trust, transparency, and open feedback; lead with emotional intelligence and steadiness during pressure or change.
Lead the team through change and ambiguity while keeping execution on track as priorities shift.
Use AI in personal work and encourage team experimentation, sharing lessons and connecting adoption to measurable outcomes such as quality, time-to-resolution, and efficiency.
Represent the Support team at client events, leadership meetings, and cross-functional projects, tailoring communication to the audience.