Customer Support Manager: Lead, Coach & AI-Driven Ops

Q2; Austin (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Q2 is seeking a Manager, Customer Support to lead a high-performing team delivering world-class service, managing operations, escalations, and performance. You will drive improvements through cross-functional collaboration and align with senior leadership on goals and outcomes.

In this role, you will partner with Product, Engineering, and Customer Success to resolve issues, implement scalable processes, and leverage AI to boost efficiency while maintaining strong customer advocacy and

Qualifications

• Typically requires a Bachelor's degree in Business, Communications, or a related field and a minimum of 6 years of related experience; or an advanced degree with 4+ years of experience.

Responsibilities

• 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 and follow-through; and build bench strength by identifying and developing potential successors.
• Translate department priorities into clear team goals, work plans, KPIs, and service-level expectations to ensure consistent delivery of a superior customer support experience.
• Set and communicate team priorities, make practical trade-offs between speed, quality, capacity, and team health, and rebalance work early when risks, dependencies, or capacity constraints emerge.
• Run a consistent operating rhythm (team check-ins, priority reviews, performance tracking, and follow-through); hold the team accountable to commitments and standards; and identify risks before they escalated.
• Oversee escalated client issues, serving as the primary point of contact for high-impact or sensitive cases, with a focus on rapid resolution and customer satisfaction.
• Partner with Product, Engineering, and Customer Success teams to resolve customer issues, share feedback, and drive product and process improvements.
• Define and optimize support processes, workflows, and documentation to improve efficiency, scalability, and consistency.
• Monitor and analyze support metrics and reporting, using insights to drive continuous improvement and inform leadership decisions, and show how team results support department and company goals.
• Make decisions with customer, partner, cost, and operational context in mind, including the downstream impact on adjacent teams.
• Collaborate with other departments on initiatives to reduce case volume, improve time-to-resolution, and enhance self-service capabilities.
• Oversee product release readiness within Support, including training, documentation, and customer communications.
• Build and maintain strong relationships with customers, advocating for their needs internally.
• Foster a positive, collaborative team culture that emphasizes accountability, professional growth, and customer advocacy, built on trust, transparency, and open feedback, while leading with emotional intelligence and a steady, confident presence during pressure or change.
• Lead the team through change and ambiguity, keeping execution on track as priorities shift.
• Use AI fluently in your own work and make experimentation a team habit: share what works, learn from what doesn't, and tie AI adoption to measurable improvements in team results (for example, quality, time-to-resolution, and efficiency).
• Represent the Support team at client events, leadership meetings, and cross-functional projects, tailoring message and level of detail to each audience.

Skills

People leadership

Coaching

Cross-functional collaboration

AI fluency

Operational excellence

Education

Bachelor's degree or higher

Job description

Q2 is seeking a Manager, Customer Support to lead a high-performing team delivering world-class service, managing operations, escalations, and performance. You will drive improvements through cross-functional collaboration and align with senior leadership on goals and outcomes.

In this role, you will partner with Product, Engineering, and Customer Success to resolve issues, implement scalable processes, and leverage AI to boost efficiency while maintaining strong customer advocacy and