As passionate about our people as we are about our mission!
Austin, TX

Manager, Customer Support L1 at Q2 (Austin, TX)

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  • 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.


  • 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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What are Q2 Perks + Benefits

Q2 Benefits Overview

At Q2, we are as passionate about our people, as we are about our mission!
Q2 invests in our employee's success by providing robust employee health and wellness benefits.

Some Benefit Highlights include:
* Lifestyle Spending Accounts (For Gym, Babysitter, DogSitter etc.)
* Family Planning Benefits (Including Adoption Support)
* Parental Leave Benefit: New parents can enjoy 12 weeks of paid leave.
* Flexible Time Off
* HSA Matching Program
* 401K Matching Program
* Career Development Programs
* Active ERG Teams, Communities and Education
* Q2 Community and Philanthropy Programs
* Our You Earned it! Employee Rewards & Recognition Program:
These are points given between any employee recognizing great work or collaboration. The points are redeemed for products, or converted into cash donations for various charities of choice,. They can also be donated to our employee compassion fund. (See below)
* Q2 Employee Compassion Fund - Our employees donate to this fund, which is established for Q2 employees who may need short term assistance.

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
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
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
Employee Stock Purchase Plan
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Want to know more about our authentic culture and work environment?
Check us out at: https://www.q2.com/culture and explore jobs today.
We'd love you to join our super hero "Circle of Awesomeness" and be part of #Q2Peeps today!

Q2 hosts various employee recognition events, philanthropic activities and our communities events, as part of our mission to build stronger more diverse communities:
* Dodgeball for Charity! (We raised $102K- last year!)
* Q2 Spark (Part of our mission to support our communities, and the communities of our customers!)
* Q2 Philanthropy Fund! We have partnered with Austin Community Foundation to make it easier and more accessible for non-profit organizations to apply for grants from Q2, as part of our community support mission.
(Check out the Q2 Stadium Dreamstarter Program!)
* Annual Employee Appreciation Day!
* Our Annual Circle of Awesomeness Celebration (A full day's celebration of employee recognition for outstanding achievements!)

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