Escalation Manager

Escalation Manager

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 technologyand we do that by empowering our people to help create success for our customers.

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 is seeking an Escalation Manager that requires both cross-functional as well as external coordination with customers and partners, software & platform personnel, product management, customer support analysts and relationship management teams in unison to resolve complex customer challenges. This individual will drive customer and stakeholder interaction, cross-platform root cause analysis, issue reproduction & verification, and overall customer get-well plan. As a customer advocate, he / she will be responsible for driving resolution of critical support issues, and have a 'call first' mentality.

Responsibilities :

• Take ownership for driving progress and resolution on backlog critical customer escalations
• Work in close partnership with cross-functional post sales delivery teams to ensure timely resolution to issues that may be impacting customer satisfaction, and serve as the chief initial point of contact for support escalations
• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.
• Responsible for ensuring daily progress updates on backlog of escalated issues from support to partner or customer
• Manage complex customer situations

Experience and Knowledge :

This position requires fluent written and oral communication in English. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Health & Wellness :

We're proud to foster a supportive, inclusive environment where career growth, collaboration, and wellness are prioritized. And our benefits go beyond healthcareoffering resources for physical, mental, and professional well-being. Q2 employees are encouraged to give back through volunteer work and nonprofit support through our Spark Program. We believe in making an impactin 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.

Applicants in California or Washington State may not be exempt from federal and state overtime requirements.