Q2 · 13 hours ago
Senior Director, Technical Customer Support
Austin, Texas Metropolitan Area
Full-time
Hybrid
Director/Executive
15+ years expQ2 is a company delivering mobile banking platform and technology solutions to financial institutions and fintech clients. They are seeking a Senior Director of Technical Customer Support to lead and evolve their global Support organization, focusing on creating a predictable and experience-driven support system.
Financial ServicesFinTech
No H1B
Hiring Manager
Christine Hill
Responsibilities
Partner with the VP & SVP of Support and executive stakeholders to define, execute, and continuously evolve Q2’s global Support vision and operating model
Design, scale, and govern pod-based support structures, operating rhythms, and maturity models across region
Diagnose operational challenges as system failures first, not individual performance issues
Clearly articulate 'what good looks like' and enforce consistent standards across teams, geographies, and leaders
Drive long-term strategy focused on predictability, scalability, and experience-level outcomes (XLA)
Lead 24/7 global support operations across the U.S., India, and Mexico with executive-level accountability
Enforce SOPs, QA standards, escalation hygiene, and rigorous case lifecycle management at scale
Use data and experience signals to reduce case variation, noise, and rework
Establish and maintain predictable operating rhythms; reject inconsistency masked as autonomy
Own KPIs across SLA, XLA, customer sentiment, efficiency, and cost-to-serve
Champion and enforce enterprise-wide adoption of AI-assisted workflows, automation, and advanced tooling
Ensure AI usage becomes embedded in daily workflows and exceeds 95% adoption across squads
Provide executive oversight of complex technical support involving cloud-native architectures, containerized deployments, configuration changes, and redeployments
Partner deeply with Engineering, SRE, DevOps, and IOC to improve diagnostics, observability, routing, and root-cause analysis
Ensure support processes integrate cleanly with CI/CD pipelines and operate effectively within regulated and secure environments
Lead and develop Directors, Senior Managers, Pod Managers, and Squad Leaders
Build durable leadership bench strength and succession pipelines
Drive 'comfort with the uncomfortable' with thoughtful and intentional change management
Hold leaders accountable with clarity, fairness, and consistency
Delegate effectively and measure success by how independently the organization operates
Create a calm, high-performance culture grounded in trust, discipline, and clear expectations
Move the organization beyond SLA-only thinking to customer effort, confidence, outcomes, and sentiment
Use XLA, VOC, and sentiment analysis to guide investment and prioritization
Lead large-scale transformation through ambiguity and resistance with empathy and decisiveness
Navigate difficult conversations directly while balancing human-centered leadership with operational rigor
Qualification
Required
Bachelor's degree in a relevant field with 15+ years of related experience; or advanced degree with 10+ years; or equivalent experience
12+ years of progressive leadership experience in technical customer support, including leading large, globally distributed organizations
Proven success modernizing and scaling support organizations through operating-model transformation
Demonstrated systems-thinking mindset with the ability to design workflows, governance, and operating rhythms
Strong track record operationalizing AI, automation, or advanced tooling in support environments
Deep technical fluency in cloud-native architectures, configuration-driven platforms, and build/release processes
Data-driven leader with measurable success reducing variation and improving predictability
Exceptional executive communication and cross-functional partnership skills
Preferred
ITIL, Six Sigma, Lean, or similar certifications
Experience with tools such as Jira, ServiceNow, PagerDuty, Grafana, Splunk, or equivalent platforms
Background in fintech, enterprise SaaS, or regulated technology environments
Prior experience in SRE, DevOps, or engineering-adjacent leadership roles
Experience operating pod-based or squad-based support models at scale
Bilingual (English/Spanish or English/Hindi) a plus
Senior Director or equivalent enterprise-level leadership experience
Based in or willing to relocate to Austin, TX
Benefits
Health & Wellness
Hybrid & Remote Work Opportunities
Flexible Time Off
Career Development & Mentoring Programs
Generous Retirement Benefit Plans, including a company matching HSA program.
Health & Wellness Benefits, including a 12-weeks of parental leave for eligible new parents
Community Volunteering & Company Philanthropy Programs
Employee Peer Recognition Programs – “You Earned it”
Company
Q2 is a Financial Services company.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Jonathan Price
Chief Financial Officer
Himagiri Mukkamala
Chief Operating Officer
Recent News
2025-11-18
Company data provided by crunchbase