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Q2
As passionate about our people as we are about our mission!
Austin, TX
Hybrid

Sr. Manager, Customer Support (Helix) at Q2 (Austin, TX)

| Austin | Hybrid
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Helix by Q2: The human-centric way for innovative companies to embed banking products. 

 

An early pioneer in Banking as a Service, Q2 is the platform behind some of the biggest names in fintech banking today. Over the years, we’ve worked with amazing clients like Square, Credit Karma, Betterment, Acorns, and many others to launch next-generation financial services that are redefining banking for millions of everyday Americans nationwide.

 

Q2 is seeking a Customer Support Manager that requires a customer-centric and employee-focused personality. Essential background experience should include leading large customer facing teams, 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. This position will lead our Enterprise Application Engineering team in providing service to Helix customers. Experience providing Tier 2-3 customer support and building strong partnerships with high-touch customers is strongly preferred.

 

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) to define and develop process and procedures that drive efficiency and consistency in support
  • 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.
  • 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 and 2 support when assigned and as backup for peer managers.
  • Manage conflict to ensure team members feel respected and are empowered to function at their highest level.

#LI-PG1

EXPERIENCE AND KNOWLEDGE: 

  • Typically requires 8+ years of relevant professional experience
  • 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

#LI-PG1

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
  • Sales & Marketing
  • People Operations
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    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • CSSLanguages
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    • jQueryLibraries
    • ReactLibraries
    • LodashLibraries
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    • Backbone.jsFrameworks
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    • ElasticsearchDatabases
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    • Microsoft SQL ServerDatabases
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    • SnowflakeDatabases
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    • AWS (Amazon Web Services)Services
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    • AsanaManagement
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    • DocuSignCRM
    • SalesforceCRM
    • Microsoft TeamsCollaboration
    • ZoomCollaboration
    • AsanaProject Management
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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.

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
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)
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
Parking
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!)

An Insider's view of Q2

What are some social events your company does?

At Q2, community is in our hearts. Q2'ers pursue their philanthropic passions to build strong and diverse communities worldwide. We host a HUGE annual Dodgeball fundraising event for the Juvenile Diabetes (JDRF) in Austin. Other companies play with us. I love our annual "circle of awesomeness" employee recognition event, and day of recognition.

Kelley

Sr. Community & Culture Champion

How do you collaborate with other teams in the company?

We have such a collaborative and friendly environment, it's truly authentic and very different from other companies. We're genuinely happy to invest in each other's success and our ability to learn (both technically and personally ) as a team. Q2'ers are really good people I admire and have fun with, at work and socially.

Mo

Staff Software Engineer

How has your career grown since starting at the company?

I started out as an individual contributor, ultimately finding my passion as a Product Management Leader. Leadership here including SVPs, VPs and Directors in our Product and Engineering groups show a genuine and active interest in mentoring to aid in our career growth. I also like our “Q2 EDU” learning platform.

Clayton

Manager, Product Management

How do your team's ideas influence the company's direction?

It's important to see yourself as being part of something bigger then ourselves. Learning about people, and not just the work they're doing, but who they are, helps you become an empathetic and more effective leader. Tapping into what people *love* doing, and finding opportunities to match their passion and skills in their work is what we do!

Sherril

VP, Product and Engineering

What’s the vibe like in the office?

The culture at Q2 is unlike any other company I’ve ever worked for. You can feel the genuine desire others have to help you succeed and move towards your career goals. I believe in our 10 Guiding Principles and see the same beliefs in our peers – it’s a part of our culture and daily life! There is also a strong ERG community promoting diversity.

Edwin

Customer Success Manager

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