Responsible on delivering of L1, L2 skilled work while get to interact with Delivery and the Implementation teams.
Drive Interlock connects with cross function teams across Engineering, Product and Services.
Deep dive exposure working with Customer Success and the sales team to funnel Customer needs and work closely with the Product team
Service reviews with Customer, Implementation and Engineering working enhancements and product defects.
Achieve team goals by maximizing the success of the team members through motivating, rewarding, and coaching
Coach leaders through regular scheduled 1 on 1's, maintaining employee development and satisfaction.
Design, monitor, and otherwise implement any required Performance Improvement Plans (PIP's) for support agents identified as underperforming.
Employee development by reviewing Individual development plans (IDP) for employee succession
Manage individual and team performance expectations and goals!
Lead in developing new or strategic processes and activities to assist in creating deeper relationships with our customers and cross-functional departments.
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
Review NPS/ Customer Satisfaction Survey Responses for each survey feedback and coach on improvements as needed
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.
Identify, meet and exceed team and individual metrics that contribute to Q2 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 a Bachelor's degree and 10+ years of related experience.
5-7 years of proven experience managing and developing employees
Excellent communication and organizational skills required
Track record of leadership success, managing and mentoring teams and managers
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 requiremen
Additional Information
As passionate about our people as we are about our mission.
Why Join Q2?
Q2 is a leading provider of digital banking and lending solutions to banks, credit unions, alternative finance companies, and fintechs in the U.S. and internationally. Our mission is simple: build strong and diverse communities through innovative financial technology-and we do that by empowering our people to help create success for our customers.
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 Software is seeking a Manager Customer Support who has a passion for delivering a superior customer experience that differentiates Q2 from its competitors. This position reports to the Director or Senior Director of Customer Support and requires a customer-centric and employee-focused personality.
Essential background experience should include leading large, customer-focused teams and other managers, 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 successful candidate must have a proven track record of providing 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.
Working the US business hours 6:30 PM IST to 3:30 AM IST is must.
Q2ebanking · Bangalore, India