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Team Lead, Support

Q4

This is a Full-time position in Hamilton, ON posted March 8, 2021.

About Q4
Q4’s objectives are simple. Hire smart, diverse and capable people to build the best platforms possible and provide exceptional client experiences. 
We’ve been revolutionizing the Investor Relations space, connecting over 2,300 public companies including Nike, Amazon, Shopify & Apple with investors using our cloud-based full-stack IR solutions for the past 14 years.  
If you’re looking for a career opportunity with a fast-growing tech company and a ‘get it done’ attitude then we want to hear from you.
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.

Key Responsibilities

  • Provide Tier 1 Support for the Studio product, serving as point person on complex/high impact client requests
  • Assist with incoming requests for Desktop clients
  • Facilitate frontline communications with client via Salesforce Service Cloud and TalkDesk
  • Manage team ticket queue, inclusive of non-Salesforce Service Cloud queries (After Hours, Pingdom)
  • Further refine technical and professional skills in HTML, CSS, Javascript, jQuery, website optimization, training, and customer service
  • Coordinate with/escalate to internal teams using JIRA, Slack
  • Monitor Support-facing Slack channels and action/delegate accordingly
  • Facilitate training/onboarding of new team members, inclusive of offshore members
  • Prepare tracking client sentiment with weekly and quarterly reporting metrics
  • Play key role in escalations to Infrastructure and Product when high severity issues occur
  • Develop and update Confluence knowledge base articles to assist with process and client resolutions
  • Review/update documentation of Support processes, as needed, inclusive of managing Salesforce Service Cloud macros
  • Oversee Support schedule (earnings, weekend and holiday coverage)
  • Conduct one-on-ones with Web Support Analysts (at least monthly)
  • Run daily team status meetings
  • Identify and proactively bring solutions to ongoing issues/team feedback
  • Assess potential change requests and route accordingly
  • Investigate and manage escalations (e.g. outages, client retention, employee retention)
  • Provide support to Supervisor/Manager by assisting with overflow tasks and projects
  • Lead performance-related discussions with assigned individuals (Performance Improvement, Performance Development, Annuals, Mid-year); discussions may include Supervisor/Manager

Working Hours

  • Regular hours of work: 6PM to 2AM ET however on a quarterly basis during our busy periods, the successful candidate must be flexible between 5PM to 3AM ET (Shifts will always be 8 hours and determined based on business needs).

Qualifications

  • 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 team work 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:
– 360 Support.  Leverage our lifestyle benefit and employee assistance program to spruce up your workspace, invest in personal wellness or simply spoil yourself!  
– Unlimited paid time off and flexible working hours. Rest is important. Enough said.   
– Flexible working environment.  Choose your home, one of our trendy offices or mix it up. 
– Generous health and lifestyle benefits.  You are in charge of your benefit dollars.  
– Virtual team building and socials. Keeping people connected is important.  
Invest in your development.  We’ll help you with your tuition.  
Join #Q4orce
Q4’s diverse culture fosters a friendly, open-minded workplace. As a member of a dynamic, high-performing team, each Q4 employee is hungry to learn, valued for their contribution, and approaches each day excited to make an impact. With great reasons to work here, take advantage by submitting your application to join our growing team.
Q4 values diversity and people of all backgrounds and abilities.  Should you require any accommodations prior to or during the interview process, please indicate this during the interview process.