Team Lead, Client Support
Q4, Canada

About Q4At Q4, we hustle, we grind and we grow. As the team members that make up #Q4orce, we care, we compete and we support each other every day. We’re on a mission to deliver a best-in-class client experience that is driven by technology, data and of course, our people.As the global leading provider of website, analytics, and virtual events solutions to investor relations and the capital markets space; Q4 is a trusted partner to over 2,700 of the world’s most successful public companies and institutions. We are growing at an incredible pace and we’re on our way to becoming the largest and most trusted, Investor Relations platform company in the world. That’s where you come in.We hire smart, curious, and talented people to push boundaries, reimagine what’s possible and turn challenges into opportunities. All while keeping the needs of our clients at the heart of everything we do.Come grow with us!
The Gig:
Q4 is hiring for our Client Support group, where our success is literally built on our excellent responsiveness and assistance to clients day in and day out.
The Team Lead, Support will be a primary escalation point for clients and be responsible for managing and supporting a group of talented Client Support Analysts. This role will also work internally and cross functionally to review and revise processes to ensure squad and team success.Duties - Conflict Resolution and Delegation

• Facilitate frontline communications for high impact client requests, particularly from an overflow or escalation capacity where skills in conflict resolution would be leveraged
• Play key role in escalations for high severity issues impacting all clients
• Manage Support case queue, inclusive of monitoring escalation channels to action, oversee or delegate tasks accordingly, these include but are not limited to:
• After Hours messaging system
• Slack channels (general)
• Q4-Pingdom-alerts
• Help-Support
• Urgent-Help-Support
• Warroom

Duties - Process Improvements and Initiatives

• Develop and update knowledge base articles as well as onboarding documentation to assist with process and client resolutions
• Identify team goals and proactively bring solutions on evaluating team progress
• Review and audit content workflows and processes to ensure content triage is occurring efficiently and effectively across Support Analysts

Duties - Coaching

• Conduct one-on-ones with Support Analysts (at least monthly)
• Facilitate team status meetings (daily)
• Provide support to Manager in the investigation and managing of client retention and employee retention
• Coach direct reports through learning opportunities, goal setting initiatives, as well as career and performance-related discussions

Duties - Admin

• Oversee Support schedule (earnings, weekend and holiday coverage)
• Provide support to Manager by assisting with overflow tasks and projects

Working Hours

• Regular hours of work: 1:00 AM to 9:00 AM ET, however on a quarterly basis during our busy periods, the successful candidate must be flexible (Shifts will always be 8 hours and determined based on business needs).

Requirements

• Minimum 1 to 2 years of demonstrated leadership and/or management experience
• Working knowledge of HTML and CSS
• Working knowledge of jQuery is a bonus!
• Solid organizational skills, including multitasking and time-management
• Prioritization, escalation and an appropriate sense of urgency...a must
• Strong client-facing and teamwork skills
• Strong communication skills
• Ability to remain calm under pressure
• Technical and Financial experience are a bonus!
• Experience working in a ticketing system and queue management
• Driven to expand knowledge and solve problems

Why Q4?We are motivated by solving complex problems in unorthodox ways. Emphasis on your well-being means you experience your true potential. We offer a variety of benefits to ensure you can always work hard and have fun: - Health, wellness amp; lifestyle benefits to balance your heart, mind, and body; - Pension matching and Employee Equity Incentives to support your financial health; - Unlimited paid time off so you can truly recharge and enjoy life; - Choose your home, one of our trendy offices, or mix it up with our flexible working environment; - Virtual team building and socials, keeping people connected is important to us; and - A fantastic culture to top it all off!Join #Q4orceQ4’s diverse and inclusive workplace fosters a friendly, open-minded environment. Diversity makes us stronger from the increased pace of innovation to strengthening our culture. With great reasons to work here, take advantage by submitting your application to join our growing team.Q4