Escalation Manager

What We’re All About:

Q2 is proud of delivering our mobile banking platform and technology solutions, globally, to more than 22 million end users across our 1,300 financial institutions and fintech clients.  At Q2, our mission is simple: Build strong, diverse communities by strengthening their financial institutions. We accomplish that by investing in the communities where both our customers and employees serve and live.

What Makes Q2 Special?

A Typical Day:

• 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

Bring Your Passion, Do What You Love. Here’s What We’re Looking For:

• Typically requires a Bachelor’s degree in (relevant degree) and a minimum of 5 years of related experience; or an advanced degree with 3+ years of experience; or equivalent related work experience.
• Must be able to work in a challenging environment
• Excellent written and verbal communication skills; including the ability to clearly articulate technical issues to both technical and non-technical audiences
• Strong analytical and end to end problem solving skills
• Ability to multi-task and prioritize with a strong sense of getting to closure on behalf of the customer
• Project Management experience a plus
• Ability to comprehend & communicate technical concepts to management
• Demonstrated ability to lead and motivate others
• Experience managing a highly technical client facing team
• Willingness and ability to travel (occasionally and at short notice)

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

• 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.

How We Give Back to the Community:

You can learn more about our Q2 Spark Program, Q2 Philanthropy fund, and our employee volunteering programs on our Q2 Community page. Q2 supports dozens of wide-reaching organizations, such as the African American Leadership Institute, and The Trevor Project, promoting diversity and success in leadership and technology. Other deserving beneficiaries include Resource Center helping LGBTQ communities, JDRF, and Homes for our Troops, a group helping veterans rebuild their lives with specially adapted homes.

At Q2, our goal is to be a diverse and inclusive workforce that fosters mutual respect for our employees and the communities we serve. Q2 is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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