Q2
digital banking and lending solutions
AssociateManager,CustomerSupport
Neural analysis suggests this role is
optimal for Mid candidates.
“Associate Manager, Customer Support at Q2. Skills: customer support experience, team leadership, process improvement, customer satisfaction. Lead day-to-day operations of the Customer Support team. ensuring delivery of a superior customer experience”
What You'll Achieve.
delivering an exceptional customer support experience; fostering the development and success of team members; driving continuous improvement in processes, tools, and methodologies; building a high-performing, collaborative support culture; maximize performance and achieve team goals; reduce case volume; improve time-to-resolution; enhance customer satisfaction
Industry & Context.
Superior analytical, problem-solving, and troubleshooting skills
Support after-hours crisis management as needed, Serve as the escalation point for Level 1 support during assigned rotations, 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.
What They're Looking For.
Must Have
bachelor’s degree in business, Communications, or a related field and up to 6 years of related or an advanced degree with 4+ years of or equivalent relevant work experience, 0–1 year managing and developing employees or demonstrated leadership in a team lead or project lead capacity, track record of success as an individual contributor with proven leadership capability, Excellent communication and organizational skills with the ability to engage diverse stakeholders, Superior analytical, problem-solving, and troubleshooting skills, Ability to manage multiple projects concurrently and prioritize issues in a fast-paced environment, knowledge of effective support methodologies and business requirements practices, Passion for process improvement, customer satisfaction, and team development, fluent written and oral communication in English, authorized to work for any employer in the U. S.
What You'll Do.
Lead day-to-day operations of the Customer Support team
ensuring delivery of a superior customer experience
Coordinate product release management activities
Manage individual and team performance expectations
and development plans
and improve processes that drive efficiency
Serve as an escalation point for client issues
Oversee special projects and ensure deadlines and deliverables are met
Support after-hours crisis management as needed
Serve as the escalation point for Level 1 support during assigned rotations
How You'll Work.
Team & Collaboration
Drive team alignment with the vision, direction, and culture of the broader Support organization; Partner with the Customer Success organization to share best practices and identify process efficiencies; Collaborate with other departments on initiatives to reduce case volume, improve time-to-resolution, and enhance customer satisfaction; Build and maintain relationships with customers and internal stakeholders; model collaborative leadership; Manage conflict effectively to ensure team members feel respected and empowered to perform at their best
Communication Scope
Excellent communication and organizational skills with the ability to engage diverse stakeholders; fluent written and oral communication in English
Process & Methodology
Ability to manage multiple projects concurrently and prioritize issues in a fast-paced environment, Oversee special projects and ensure deadlines and deliverables are met
Full Job Description
# **As passionate about our people as we are about our mission.** **_Why Join Q2?_** 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. Our mission is simple: build strong and diverse communities through innovative financial technology—and we do that by empowering our people to help create success for our customers. **_What Makes Q2 Special?_** Being as passionate about our people as we are about our mission. We celebrate our employees in many ways, including our “Circle of Awesomeness” award ceremony and day of employee celebration among others! We invest in the growth and development of our team members through ongoing learning opportunities, mentorship programs, internal mobility, and meaningful leadership relationships. We also know that nothing builds trust and collaboration like having fun. We hold an annual Dodgeball for Charity event at our Q2 Stadium in Austin, inviting other local companies to play, and community organizations we support to raise money and awareness together. **SUMMARY** Q2 is looking for an Associate Manager, Customer Support who is a supervisory role focused on delivering an exceptional customer support experience while fostering the development and success of team members. Reporting to the Manager of Implementation and Support, this role requires strong communication, organizational skills, and a passion for customer service and employee growth. This position provides coaching, guidance, and escalation support while driving continuous improvement in processes, tools, and methodologies. The ideal candidate is self-motivated, customer-centric, and dedicated to building a high-performing, collaborative support culture. Travel Expectations % **RESPONSIBILITIES** • Lead day-to-day operations of the Customer Support team, ensuring delivery of a superior customer experience. • Drive team alignment with the vision, direction, and
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