Senior Director, Customer Support

Q2 • Austin, TX

1d • Hybrid

About The Position

We are seeking a Senior Director of Technical Customer Support to lead, scale, and mature Q2’s global Customer Support organization as part of our future-state Support operating model. This role exists to run and evolve the system, not to preserve legacy support behaviors. The Senior Director will transform support from reactive and hero-driven to predictable, experience-driven, AI-augmented, and pod-based. Success is measured by improved predictability, reduced variation, stronger customer experience outcomes (XLA), and an organization that operates consistently through disciplined systems rather than individual heroics. This leader will oversee a large, globally distributed organization delivering configuration-driven, technically complex support in a highly regulated environment, while partnering closely with Engineering, SRE, DevOps, Product, and Incident Operations.

Requirements

• Bachelor’s degree in a relevant field with 15+ years of related experience; or advanced degree with 10+ years; or equivalent experience.
• 12+ years of progressive leadership experience in technical customer support, including leading large, globally distributed organizations.
• Proven success modernizing and scaling support organizations through operating-model transformation.
• Demonstrated systems-thinking mindset with the ability to design workflows, governance, and operating rhythms.
• Strong track record operationalizing AI, automation, or advanced tooling in support environments.
• Deep technical fluency in cloud-native architectures, configuration-driven platforms, and build/release processes.
• Data-driven leader with measurable success reducing variation and improving predictability.
• Exceptional executive communication and cross-functional partnership skills.
• 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.

Nice To Haves

• ITIL, Six Sigma, Lean, or similar certifications.
• Experience with tools such as Jira, ServiceNow, PagerDuty, Grafana, Splunk, or equivalent platforms.
• Background in fintech, enterprise SaaS, or regulated technology environments.
• Prior experience in SRE, DevOps, or engineering-adjacent leadership roles.
• Experience operating pod-based or squad-based support models at scale.
• Bilingual (English/Spanish or English/Hindi) a plus.
• Senior Director or equivalent enterprise-level leadership experience.
• Based in or willing to relocate to Austin, TX.

Responsibilities

• Partner with the VP & SVP of Support and executive stakeholders to define, execute, and continuously evolve Q2’s global Support vision and operating model.
• Design, scale, and govern pod-based support structures, operating rhythms, and maturity models across regions.
• Diagnose operational challenges as system failures first, not individual performance issues.
• Clearly articulate “what good looks like” and enforce consistent standards across teams, geographies, and leaders.
• Drive long-term strategy focused on predictability, scalability, and experience-level outcomes (XLA).
• Lead 24/7 global support operations across the U.S., India, and Mexico with executive-level accountability.
• Enforce SOPs, QA standards, escalation hygiene, and rigorous case lifecycle management at scale.
• Use data and experience signals to reduce case variation, noise, and rework.
• Establish and maintain predictable operating rhythms; reject inconsistency masked as autonomy.
• Own KPIs across SLA, XLA, customer sentiment, efficiency, and cost-to-serve.
• Champion and enforce enterprise-wide adoption of AI-assisted workflows, automation, and advanced tooling.
• Ensure AI usage becomes embedded in daily workflows and exceeds 95% adoption across squads.
• Provide executive oversight of complex technical support involving cloud-native architectures, containerized deployments, configuration changes, and redeployments.
• Partner deeply with Engineering, SRE, DevOps, and IOC to improve diagnostics, observability, routing, and root-cause analysis.
• Ensure support processes integrate cleanly with CI/CD pipelines and operate effectively within regulated and secure environments.
• Lead and develop Directors, Senior Managers, Pod Managers, and Squad Leaders.
• Build durable leadership bench strength and succession pipelines.
• Drive “comfort with the uncomfortable” with thoughtful and intentional change mgmt.
• Hold leaders accountable with clarity, fairness, and consistency.
• Delegate effectively and measure success by how independently the organization operates.
• Create a calm, high-performance culture grounded in trust, discipline, and clear expectations.
• Move the organization beyond SLA-only thinking to customer effort, confidence, outcomes, and sentiment.
• Use XLA, VOC, and sentiment analysis to guide investment and prioritization.
• Lead large-scale transformation through ambiguity and resistance with empathy and decisiveness.
• Navigate difficult conversations directly while balancing human-centered leadership with operational rigor.

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: Director
• Number of Employees: 501-1,000 employees