Lead Earnings Support Specialist
Leads earnings-update support for Q4 customers in Mexico, handling quality assurance, escalations, troubleshooting, workflow improvements, documentation, and specialist mentoring. Requires 3–5 years in B2B SaaS support or escalation work, HTML/CSS proficiency, and a strict EST schedule.
About the job
Responsibilities
- Oversee the preparation, quality assurance, and execution of web earnings updates for Q4 customers.
- Serve as the first point of escalation for issues from internal employees and customers.
- Analyze workflows to identify process gaps, pain points, and client trends; propose process improvements and collaborate with the product team on solutions.
- Create, update, and maintain process documentation for training and tracking.
- Facilitate daily stand-up meetings.
- Mentor and train fellow Earnings Support Specialists.
- Complete assigned project work and key initiatives on a quarter-to-quarter basis.
- Work Monday through Friday from 6:00 AM to 2:00 PM EST. No weekend work is required, but overtime flexibility may be needed during peak periods lasting 4–6 weeks each quarter.
Requirements
- 3–5 years of professional mid-level experience in customer service, technical support, or escalation roles within a B2B SaaS environment.
- Located in Mexico and able to work a strict EST schedule.
- Technical proficiency in HTML and CSS for interpreting technical issues and troubleshooting modules.
- Experience mentoring or training others.
- Excellent communication and organizational skills, with the ability to manage simultaneous tasks with competing priorities.
- Strong investigative and problem-solving abilities, including drilling into data and addressing root problems.
- Working knowledge of Investor Relations content and where it resides on an IR website.
- Understanding of Material Non-Public Information and the risks of improper handling.
- Ability to independently troubleshoot routine tasks.
Nice-to-Haves
- 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, or website management.
Skills
HTML, CSS, B2B SaaS, Salesforce, Studio Cms, Q4P, Content Management Systems, Project Management, Website Management, Investor Relations
Similar jobs
Support Engineering jobs
OpenLoop
Remote
Own recurring supply chain operations including pharmacy partner invoicing, demand translation, capacity planning, and reporting. The role requires 5+ years of relevant experience, advanced spreadsheet modeling, and strong operational process ownership in a fast-changing environment.
Dandy
Mexico
Provides bilingual clinical and technical support to dental professionals, resolving complex cases, advising on treatment planning, and liaising with laboratories. The role also leads quality reviews, coaching, knowledge management, and process improvements for Mexican and North American customers.
PlanetScale
Remote
Supports developers and businesses using PlanetScale by troubleshooting production application and database issues, improving documentation, and translating recurring customer pain into product and process improvements. Requires SQL knowledge, programming experience, and strong technical communication.
CommandLink
ArgentinaSupports and delivers managed network services for business customers, troubleshooting SD-WAN, circuits, VoIP, VPNs, routers, and firewalls. Requires 3–5 years of networking experience, strong routing and firewall knowledge, and preferably CCNA or CCNP certification.
ConductorOne
Remote
Provides hands-on technical support for a SaaS identity and security platform, troubleshooting integrations, APIs, containers, and hybrid deployments while guiding customers and collaborating cross-functionally. Requires 3+ years in technical support, solutions engineering, or DevOps.