Director, Customer Support

| Austin | Remote
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Q2 is seeking a Director of Customer Support to join the Banking as a Service (BaaS) Team. This individual will have a passion for delivering a superior customer experience that differentiates Q2 BaaS from its competitors. This position reports to the Senior Vice President of Operations and requires a customer-centric and employee-focused personality. Essential background experience should include leading customer-focused teams, with strong communication, organizational skills, and attention to detail. The ideal candidate is a self-motivated leader with a passion in career development of individuals and excellent customer service.

The Director of Customer Support must have a proven track record of providing a remarkable customer experience in a service-oriented industry. This experienced leader will need to bring expertise in building, leading, and motivating service-focused teams and implementing best practices driven towards enhancing customer experience. The clearly confident, yet humble and curious leader can develop and align teams with strong communication, relationship building, and collaboration skills. 

RESPONSIBILITIES:

  • Deliver a superior customer support experience to Q2 BaaS customers
  • Drive the team towards the vision, direction, and culture of Q2 BaaS and the Support organization
  • Achieve team goals by maximizing the success of the team members through motivating, rewarding, and coaching
  • Coach team members through regular scheduled 1 on 1’s, maintaining employee development and satisfaction.
  • Manage individual and team performance expectations and goals
  • Engage in continuous improvement (including but not limited to processes, technology, team, customer service, methodologies, and capabilities)
  • Analyze results via regular reporting metrics and use these metrics to drive support members and process improvements
  • Develop and maintain effective relationships with executive customer contacts
  • Work with other Q2 BaaS departments on initiatives that will drive down case volume or overall time to resolution.
  • Define and develop process and procedures that drive efficiency and consistency in support
  • Identify and remove roadblocks
  • Manage and address client escalations with a “call first” mentality, someone not afraid to pick up the phone to resolve issues quickly
  • Develop and maintain effective relationships with other departments and leaders
  • Exemplify workplace and business ethics
  • Effectively manage projects to meet deadlines and achieve results
  • Identify, meet, and exceed team and individual metrics that contribute to Q2 BaaS and executive management objectives
  • Exemplify the Q2 corporate culture and spirit
  • Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to

EXPERIENCE AND KNOWLEDGE:

  • Typically requires 12+ years of related experience
  • 5+ years of proven leadership and management experience
  • Excellent communication and organizational skills required
  • Track record of leadership success, managing and mentoring teams
  • Ability to interface with diverse internal and external stakeholders
  • Superior analytics, problem-solving, and troubleshooting skills
  • Ability to manage multiple projects concurrently and prioritize issues in a fast-moving, dynamic environment
  • Strong knowledge of effective business requirements practices and support methodologies
  • A passion for improving processes and a commitment to customer satisfaction
  • Knowledge of banking practices is helpful

At Q2, our goal is to be a diverse and inclusive workforce that fosters mutual respect for our employees and the communities we serve. Q2 is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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Technology we use

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Location

Our HQ is in North Austin, near Lakeline Mall area with easy access to multiple highways and the Toll road.

An Insider's view of Q2

What are some social events your company does?

We host a variety of fun events appealing to our community of interest groups, ranging from an annual Dodgeball tournament benefiting JDRF Austin, to celebrating Diwali, to quarterly culture events following our townhalls that include something for everyone!

Kelley

Sr. Community & Culture Champion

How has your career grown since starting at the company?

I started on Helpdesk, after 2 years got training and certification as Salesforce Administrator, now working in that role at Q2.

Andy

Salesforce Admin.

How would you describe the company’s work-life balance?

I had no idea when I decided to come to Q2 how much fun working here would be. While we work hard to drive big results, we also find opportunities to have a great time. This is the first work environment where I truly feel that I have found a supportive work family.

Taylor

HR Business Partner

What are Q2 Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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