AI-Driven Customer Support Manager

Q2 India; Austin (TX); Presencial; USD 90.000 - 130.000; Tempo integral

Benefícios oferecidos por esta vaga

Health insurance

Flexible time off

Career development

Parental leave

Volunteer program

Employee recognition

Resumo da vaga

Q2 is seeking a Manager, Customer Support to lead a high-performing team delivering world-class service. You will drive customer satisfaction and continuous improvement, partnering with Product, Engineering, and Customer Success to resolve issues and improve processes.

This role requires a customer-centric leader with strong operational, analytical, and coaching skills, shaping outcomes across the support organization.

Qualificações

• Bachelor’s degree in Business, Communications, or a related field.
• Minimum 6 years of related experience; advanced degree with 4+ years can substitute.
• 2–4 years of managing and developing employees, including delivering difficult feedback.
• Proven leadership experience managing customer support or service teams in SaaS, technology, or financial services.
• Strong communication, presentation, and interpersonal skills with the ability to engage stakeholders.
• Analytical mindset to interpret support data and implement improvements.
• Experience managing escalations and resolving complex or sensitive customer issues.
• Fluency in English (written and spoken).
• Ability to work with cross-functional teams and adapt to changing priorities.

Responsabilidades

• Lead, manage, and develop a team of Customer Support Representatives, providing coaching, performance feedback, and career development; deliver difficult feedback and manage underperformance with consistency.
• Translate department priorities into clear team goals, work plans, KPIs, and service-level expectations.
• Set and communicate team priorities, trade-offs between speed, quality, capacity, and team health.
• Run a consistent operating rhythm; monitor commitments and standards; identify risks early.
• Oversee escalated client issues, serving as the primary contact for high-impact cases; drive rapid resolution.
• Partner with Product, Engineering, and Customer Success teams to resolve issues and drive improvements.
• Define and optimize support processes, workflows, and documentation.
• Monitor and analyze support metrics; use insights to drive continuous improvement.
• Represent the Support team at client events and leadership meetings.
• Foster a positive, accountable team culture built on trust and feedback.

Conhecimentos

Leadership experience

Customer support management

SaaS / technology experience

Communication & interpersonal skills

Analytical mindset

Process improvement

Escalation management

Cross-functional collaboration

AI fluency

Formação

Bachelor’s degree in Business, Communications, or related field

Advanced degree (MBA, etc.)

Descrição da vaga

Q2 is seeking a Manager, Customer Support to lead a high-performing team delivering world-class service. You will drive customer satisfaction and continuous improvement, partnering with Product, Engineering, and Customer Success to resolve issues and improve processes.

This role requires a customer-centric leader with strong operational, analytical, and coaching skills, shaping outcomes across the support organization.