SUMMARY
Q2 is looking for a Manager, Customer Support who is responsible for leading a high-performing support team to deliver world-class service, ensure customer satisfaction, and drive continuous improvement in support processes. This role oversees day-to-day operations, escalations, and team performance while partnering with cross-functional teams to address customer needs, implement efficiencies, and improve the overall support experience. Reporting to senior leadership, the Manager translates department priorities into clear team goals and work plans, develops team capabilities, and ensures alignment with department and company goals. The position requires a customer-centric leader with strong operational, analytical, and coaching skills, who uses AI to improve team outcomes and who balances customer advocacy with organizational priorities, quality, and team capacity.
RESPONSIBILITIES- Lead, manage, and develop a team of Customer Support Representatives, providing coaching, performance feedback, and career development; deliver difficult feedback and manage underperformance with consistency and follow-through; and build bench strength by identifying and developing potential successors.
- Translate department priorities into clear team goals, work plans, KPIs, and service-level expectations to ensure consistent delivery of a superior customer support experience.
- Set and communicate team priorities, make practical trade-offs between speed, quality, capacity, and team health, and rebalance work early when risks, dependencies, or capacity constraints emerge.
- Run a consistent operating rhythm (team check-ins, priority reviews, performance tracking, and follow-through); hold the team accountable to commitments and standards; and identify risks before they escalate.
- 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, and show how team results support department and company goals.
- Make decisions with customer, partner, cost, and operational context in mind, including the downstream impact on adjacent teams.
- 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, built on trust, transparency, and open feedback, while leading with emotional intelligence and a steady, confident presence during pressure or change.
- Lead the team through change and ambiguity, keeping execution on track as priorities shift.
- Use AI fluently in your own work and make experimentation a team habit: share what works, learn from what doesn’t, and tie AI adoption to measurable improvements in team results (for example, quality, time-to-resolution, and efficiency).
- Represent the Support team at client events, leadership meetings, and cross-functional projects, tailoring message and level of detail to each audience.
EXPERIENCE AND KNOWLEDGE- 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, 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 with the ability to engage internal and external stakeholders and to tailor message and level of detail to the audience, including senior leaders.
- 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 and lead a team through changing priorities and ambiguity.
- Knowledge of support tools, CRM/ticketing systems, and best practices for customer service delivery.
- Demonstrated AI fluency and a track record of (or strong interest in) driving experimentation and AI adoption within a team.
- Passion for developing talent, improving processes, and delivering exceptional customer experiences; emotional intelligence, humility, and openness to feedback.
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.
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 64You Earned it96
Click to find out more about the benefits we offer.
Our Culture & Commitment:
We92re proud to foster a supportive, inclusive environment where career growth, collaboration, and wellness are prioritized. And our benefits go beyond healthcare94offering resources for physical, mental, and professional well-being. Click here to find out more about the benefits we offer. Q2 employees are encouraged to give back through volunteer work and nonprofit support through our Spark Program (). We believe in making an impact94in the industry and in the community.
