Manager, Customer Support

Experience: 5 to 7 years

Location: Bangalore, India

Skills: organizational skills, customer service, leadership, analytics, problem-solving, banking practices

Responsibilities:
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 engaging, 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 requirements practices and support methodologies.
A passion for improving processes and a commitment to customer satisfaction.
Knowledge of banking practices is helpful.
This position requires fluent written and oral communication in English.

Health & Wellness
Hybrid Work Opportunities
Flexible Time Off
Career Development & Mentoring Programs
Health & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents.
Community Volunteering & Company Philanthropy Programs
Employee Peer Recognition Programs – “You Earned it”
Click here to find out more about the benefits we offer.
Our Culture & Commitment:
We’re proud to foster a supportive, inclusive environment where career growth, collaboration, and wellness are prioritized.
And our benefits go beyond healthcare—offering resources for physical, mental, and professional well-being.
Click here to find out more about the benefits we offer.
Q2 employees are encouraged to give back through volunteer work and nonprofit support through our Spark Program (see more).
We believe in making an impact—in the industry and in the community.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or veteran status.

📌 Manager, Customer Support (Bengaluru)
🏢 Q2 Software
📍 Bengaluru