Q2
Location
Bangalore | India
Job description
Q2 Software is seeking a Senior 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 of Customer Support and requires a customer-centric and employee-focused personality. Essential background experience should include leading global customer-focused teams, with strong communication, organizational skills, and attention to detail. The ideal candidate is a self-motivated leader with a passion for 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.
RESPONSIBILITIES:
· Deliver a superior global customer support experience to Q2 customers.
· Achieve team goals by maximizing the success of the team members through motivating, rewarding, and coaching.
· Coach team members through regular scheduled 1 on 1's, maintaining employee development and satisfaction.
· Manage individual and team performance expectations and goals.
· Engage in continuous improvement (including but not limited to processes, technology, team, customer service, methodologies, and capabilities).
· Manage staff onboarding and termination, including interviews and new team member selection processes.
· Identify, meet and exceed team and individual metrics that contribute to Q2 and executive management objectives.
· Develop and maintain effective relationships with other departments and leaders.
· Work with other Q2 departments on initiatives that will drive down case volume or overall time to resolution.
· Define and develop process and procedures that drive efficiency and consistency in support.
· Identify and remove roadblocks.
· Manage, address, and de-escalate client escalations with a problem-solving mindset, and active customer engagement/touchpoints, through direct communication.
· Develop and grow advanced knowledge of technical support concepts and practices.
· Exemplify the Q2 corporate culture and spirit as well as workplace and business ethics.
· Remain available as needed for crisis management (after-hours work occasionally required).
· Effectively manage projects to meet deadlines and achieve results.
· Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.
· Manage conflict to ensure team members feel respected and empowered to function at their highest level
EXPERIENCE AND KNOWLEDGE:
· Typically requires a Bachelor's degree and 10+ years of related customer service experience.
· Preferred, 6-10 years of proven leadership experience managing and developing global employees.
· Excellent communication and organizational skills required.
· Knowledge of financial institutions, financial principles, lending, or asset management.
· Knowledge of Salesforce is a plus, but not mandatory.
· 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 requirements practices and support methodologies.
· A passion for improving processes and a commitment to customer satisfaction.
· Available for minimal global travel when needed
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