Lead Tech Support Specialist

The Role

This is a remote, mid-level individual contributor position focused on candidates based in Mexico.
The required schedule is 6:00 AM to 2:00 PM EST, Monday through Friday, to provide essential morning shift coverage.
There is no weekend work required, though the role may require flexibility for overtime during peak periods lasting 4-6 weeks every quarter.
You will oversee the preparation, quality assurance, and execution of web earnings updates for all Q4 customers.
The workload prioritizes earnings updates during quarterly cycles, with off-season periods dedicated to project work and preparation for the next quarter.
You will serve as the first point of escalation for a range of issues from internal employees and customers alike.
A key responsibility involves analyzing established workflows to identify process gaps, pain points, and client trends and bringing them forward to improve processes or collaborate with the product team on solutions.
You will create, update, and maintain process documentation for training and tracking purposes.
You will facilitate daily stand-up meetings and provide mentorship and training to fellow Earnings Support Specialists.
Performance is evaluated quarter-to-quarter based on the completion of assigned project work and key initiatives, rather than standard KPIs like ticket volume or client call counts.

Requirements

3 to 5 years of professional mid-level experience in customer service, tech support, or escalation roles within a B2B SaaS environment
Located in Mexico, with the ability to work a strict EST schedule.
Demonstrated technical proficiency in HTML and CSS to interpret technical issues and troubleshoot modules.
Prior experience mentoring or training others.
Excellent communication and organizational skills, with the ability to manage simultaneous tasks of competing priorities.
Thorough investigative and problem-solving abilities to drill into data and address root problems rather than surface-level issues.
Working knowledge of Investor Relations (IR) content and where it resides on an IR website.
A clear understanding of Material Non-Public Information and the severity of risk if it is not managed correctly.
Independent troubleshooting capabilities for routine tasks.

Nice-to-Haves

High-level understanding of how to use and troubleshoot Salesforce, Studio CMS, and Q4P.
Education or experience in Project Management.
Education or experience related to Digital Communications, Content Management Systems (CMS), or Website Management.

See also