Q2
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Austin, TX

Manager, Customer Support L1 at Q2

| Austin
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RESPONSIBILITIES:

  • Deliver a superior customer support experience to Q2 customers
  • Drive the team towards the vision, direction, and culture of Q2 and the Support organization
  • Achieve team goals by maximizing the success of the team members through motivating, rewarding, and coaching
  • Coach staff members through regular scheduled 1 on 1’s, maintaining employee development and satisfaction.
  • Manage individual and team performance expectations and goals
  • Manage staff onboarding and termination, including interviews and new team member selection processes
  • Engage in continuous improvement (including but not limited to processes, team, customer service, methodologies, and capabilities)
  • Analyze results via regular reporting metrics and use these metrics to drive support members and process improvements
  • Work with other Q2 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 staff roadblocks
  • Manage, address and deescalate client escalations with a “call first” mentality
  • Develop and maintain effective relationships with customers.
  • Develop and maintain effective relationships with other departments
  • Exemplify workplace and business ethics
  • Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.
  • Effectively manage projects to meet deadlines and achieve results
  • Identify, meet and exceed team and individual metrics that lead towards Q2 and executive management objectives
  • Maintain advanced knowledge of HR and Legal team management practices and management best practices
  • Develop and grow advanced knowledge of technical support concepts and practices
  • Exemplify the Q2 corporate culture and spirit
  • Remain available as needed for crisis management (after-hours work occasionally required)
  • Serve as the “non-standard business hours” escalation point for level 1 support when assigned, and as backup for other management team members.
  • Manage conflict to ensure team members feel respected and are allowed to function at their highest level.

EXPERIENCE AND KNOWLEDGE:

  • Typically requires a Bachelor’s degree in Computer Science (or related) and a minimum of 6 years of related experience; or an advanced degree with 4+ years of experience
  • Typically requires 1-2 years managing and developing employees
  • Excellent communication and organizational skills required
  • Track record of leadership success, managing and mentoring teams
  • Superior analytics, problem-solving, and meta troubleshooting skills
  • Excellent communication skills and ability to interface with diverse internal and external stakeholders
  • 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
  • Ability to travel (around 5%) to clients or partners when necessary
  • 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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Where we are

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

Technology we use

  • Engineering
  • Product
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • TeradataDatabases
    • ConfluenceManagement
    • TrelloManagement
    • WrikeManagement

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
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

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

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