- Deliver a superior customer support experience to Q2 customersDevelop and grow advanced knowledge of technical support concepts and practicesDevelop and maintain effective relationships with customers.Manage, address and deescalate client escalations with a "call first" mentalityRemain 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.
- Achieve team goals by maximizing the success of the team members through motivating, rewarding, and coachingUnderstand the relationship between behaviors and metrics and drive metric improvements to deliver behaviors that deliver a better Customer Experience while improving team satisfactionManage individual and team performance expectations and goalsApply situational leadership with a preference to influence over authorityBuild team trust internally and externallyAnalyze results via regular reporting metrics and use these metrics to drive support members and process improvementsIdentify, meet and exceed team and individual metrics that lead towards Q2 and executive management objectives
- Engage in continuous improvementImprovement includes but not limited to processes, team, customer service, methodologies, and capabilitiesDefine and develop process and procedures that drive efficiency and consistency in supportIdentify and remove staff roadblocksDevelop and maintain effective relationships with other departmentsWork with other Q2 departments on initiatives that will drive down case volume, overall time to resolution, or otherwise improve the Customer Experience and increased team satisfaction.
- Exemplify the Q2 corporate culture and spiritDrive the team towards the vision, direction, and culture of Q2Exemplify workplace and business ethicsManage staff onboarding and termination, including interviews and new team member selection processesCoach staff members through regular scheduled 1 on 1's, maintaining employee development and satisfaction.Manage conflict to ensure team members feel respected and are allowed to function at their highest level.
- Other responsibilitiesResponsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.Maintain advanced knowledge of HR and Legal team management practices and management best practicesEffectively manage occasional projects to meet deadlines and achieve results
- Track record of leadership success, managing and mentoring teams through situational leadership and influence
- A passion for improving processes with a commitment to customer and team satisfactionExperience with successful application of Lean Six Sigma practices preferred
- Superior analytics, problem-solving, and meta troubleshooting skillsExperience with data reporting tools and skill in data manipulation
- Excellent communication and organizational skills required
- Excellent ability to interface with diverse internal and external stakeholders
- Ability to prioritize issues in a fast-moving, dynamic environment
- Knowledge of support methodologies
- Knowledge of Banking practices is helpful
- Ability to travel (around 5%) to clients or partners when necessary
- Hybrid & Remote Work Opportunities
- Flexible Time Off
- Career Development & Mentoring Opportunities
- Generous Retirement Benefit Plans, including a company-matching HSA program.
- Health & Wellness Benefits, including a 12-weeks of parental leave for eligible new parents
- Community Volunteering & Company Philanthropy Programs
- Employee Peer Recognition Programs – "You Earned it"
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Manager, Support - Calgary, Canada - Q2
Description
As passionate about our people as we are about our mission.
What We're All About :
Q2 is proud of delivering our mobile banking platform and technology solutions, globally, to more than 22 million end users across our 1,300 financial institutions and fintech clients. At Q2, our mission is simple: Build strong, diverse communities by strengthening their financial institutions. We accomplish that by investing in the communities where both our customers and employees serve and live.
What Makes Q2 Special?
Being as passionate about our people as we are about our mission. We celebrate our employees in many ways, including our "Circle of Awesomeness" award ceremony and day of employee celebration among others We invest in the growth and development of our team members through ongoing learning opportunities, mentorship programs, internal mobility, and meaningful leadership relationships. We also know that nothing builds trust and collaboration like having fun. We hold an annual Dodgeball for Charity event at our Q2 Stadium in Austin, inviting other local companies to play, and community organizations we support to raise money and awareness together.
Q2 is seeking a Customer Support Manager that requires a customer centric and employee focused personality. Essential background experience should include leading large customer focused teams leveraging situational leadership and influence while building trust. Real process improvement, strong communication, organizational skills and attention to detail are also required. The ideal candidate is a self-motivated leader with a passion in career development of individuals and excellent customer service who has the ability to work with a team to define and execute a vision of the flow of money through the enterprise.
A Typical Day:
Bring Your Passion, Do What You Love. Here's What We're Looking For:
Health & Wellness
Click to find out more about the benefits we offer.
How We Give Back to the Community:
You can learn more about our Q2 Spark Program, Q2 Philanthropy fund, and our employee volunteering programs on our . Q2 supports dozens of wide-reaching organizations, such as the , and , promoting diversity and success in leadership and technology. Other deserving beneficiaries include helping LGBTQ communities, , and , a group helping veterans rebuild their lives with specially adapted homes.
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