Jobs in the United States

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Added 3 mins ago
Legal Compliance Manager (Corporate)
Fujifilm
Bismarck, ND
The Compliance Manager is a member of the FUJIFILM Holdings America Corporation reporting to the Corporate Compliance Director. The Compliance Manager will be responsible for managing the…
Added 3 mins ago
Tester (Remote)
GovCIO
Bismarck, ND
GovCIO is currently hiring a Software Development Engineer in Test (SDET), Test Engineer, to join cross-functional product teams building and modernizing federal digital services on AWS…
Added 4 mins ago
Senior Product Manager - Omni-Commerce Payments
U.S. Bank
Fargo, ND
Comfortable interfacing directly with enterprise architecture & software development teams to articulate product vision & priority focus and orchestrating release scheduling.
Added 4 mins ago
Medical Science Liaison, Nephrology - Florida/Puerto Rico
Otsuka America Pharmaceutical Inc.
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Position Overview – Medical Science Liaison (Senior Manager)
Added 4 mins ago
Sr Engineering Manager – Private AI
VMware LLC
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Broadcom is seeking a visionary Senior Engineering Manager to lead the development of our Private AI products and services and manage our strategic contributions to the AI upstream…
Added 5 mins ago
Senior Specialist Customer Care GAF Energy
GAF Energy LLC
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GAF Energy is seeking a Senior Specialist Customer Care to drive elevated customer support strategies, high-tier resolution management, and process optimization across our residential solar…
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Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
Added 17 mins ago
Senior Project Engineer, XTG
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Greybull Stewardship, CFO
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…workforce. The company has a clear operating plan and an active program of small…
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Added 19 mins ago
Principal Product Marketing Manager, Counter-UAS & Layered Defense
AeroVironment, Inc.
Albuquerque, NM · Huntsville, AL · San Diego, CA
The mandate is to bring software-industry product marketing discipline to a defense technology franchise whose buyers are program offices, primes, and allied governments: positioning rigor…
Added 19 mins ago
Project Controls Manager
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Our capabilities include program, project, cost, asset and commercial management, controls and performance, procurement and supply chain, net zero and digital solutions.
Added 22 mins ago
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Executive Assistant
Odyssey House Inc.
Salt Lake City, UT
- $75,000 USD / year
We are seeking a proactive, highly organized Executive Assistant & Strategic Operations Project Manager to provide high-level administrative support to the Chief People Officer and Senior…
Added 24 mins ago
Senior Program Manager (On Site)
GD Information Technology, Inc.
United States
…insight, faster decisions, and stronger mission protection. As the Senior Program Manager you’ll oversee complex programs that drive impactful mission outcomes for our…
Added 25 mins ago
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Manager of Product Engineering
Sourcewell
Remote, United States
- $132,320 to $165,400 USD / year
Manager of Product Engineering (Grade 18, Exempt). Annual salary range: $132,320 - $165,400. This range reflects the minimum to midpoint of the grade. Salary may exceed the midpoint and…
Added 26 mins ago
Medical Assistant Family Medicine
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Added 32 mins ago
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Under the general direction of the Director, Health Major Capital Sr. Project Manager (Sr. PM) is accountable for project management services to ensure design and construction projects are…
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Under the general direction of the Director, Health Major Capital, the Senior Project Manager (Sr. PM) manages multiple capital projects ranging from $50,000 to $500 million, ensuring…

Q2 Software, Inc.

Manager, Customer Support

Austin, TX, United States

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Job details

Posting language: English
Posted: Oct 30, 2026

Original 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 through our year-round Q2 ChangeMakers awards program and global moments of recognition and connection. We invest in the growth and development of our team members through ongoing learning opportunities, internal mobility, and meaningful leadership relationships. We also know that nothing builds trust and collaboration like having fun and giving back together. From company-wide volunteer days to events like our Q2 Homecoming Week - featuring learning, community service, and culture-building experiences - we create opportunities to connect, grow, and make an impact.

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 – “You Earned it”

Click here to find out more about the benefits we offer.

Our Culture & Commitment:

We’re proud to foster a supportive, inclusive environment where career growth, collaboration, and wellness are prioritized. And our benefits go beyond healthcare - offering 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 (see more). We believe in making an impact - in the industry and in the community.

We are 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.

Applicants in California or Washington State may not be exempt from federal and state overtime requirements

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More about this job

Skills

Customer service
Process improvement
Coaching
Documentation
Reporting
Leadership
Communication skills
Interpersonal skills
Project management
Lead a team

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