As passionate about our people as we are about our mission.

Why Join Q2?

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 technology—and we do that by empowering our people to help create success for our customers.

What Makes Q2 Special?

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 pan. 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:

• 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.

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.

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