Lead Earnings 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.