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About the Role

This role is for a leader who collaborates closely with clients and cross-functional partners, confidently navigates technical conversations, and assists customers through complex situations. While not a technical role, it requires effective partnership with internal subject matter experts to understand customer issues and translate them into clear guidance. As a people leader, you will build and develop a strong, accountable support team, applying empathy, sound judgment, and credibility to customer relationships, escalations, and daily leadership.

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, focusing 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.

Requirements

Minimum of 6 years of related experience, or 4+ years with an advanced degree.
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.
Experience managing escalations and resolving complex or sensitive customer issues.
Strong organizational and project management skills with the ability to manage competing priorities.

Skills

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.
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.

Work Type

Hybrid

Experience Level

Minimum of 6 years of related experience
4+ years of experience with an advanced degree
2–4 years managing and developing employees

Education Level

Bachelor’s degree in Business, Communications, or a related field
Advanced degree

Benefits

Hybrid Work Opportunities
Flexible Time Off
Career Development & Mentoring Programs
Competitive health insurance offerings
Generous paid parental leave for eligible new parents
Community Volunteering & Company Philanthropy Programs
Employee Peer Recognition Programs – “You Earned it”
Resources for physical, mental, and professional well-being

About the Company

Q2 is a leading provider of digital banking and lending solutions to banks, credit unions, alternative finance companies, and fintechs in the U.S. and internationally.
Mission: Build strong and diverse communities through innovative financial technology by empowering people to create success for customers.
Celebrates employees through awards like “Circle of Awesomeness” and employee celebration days.
Invests in employee growth and development through ongoing learning opportunities, mentorship programs, internal mobility, and meaningful leadership relationships.
Fosters trust and collaboration through events like the annual Dodgeball for Charity.
Vision: Create meaningful financial experiences throughout the financial journey so customers can focus on building lasting relationships with their account holders.
Philosophy: FinX, combining digital banking features, operational excellence, and integrations with data-driven insights, open technology, and design thinking.
Culture defined by Ten Guiding Principles established by founder Hank Seale, guiding conduct with peers, customers, and partners.
Encourages employees to give back through volunteer work and nonprofit support via the Spark Program.

Equal Opportunity

Q2 is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or veteran status.