# Lead Earnings Support Specialist

**Company:** [Q4 Inc](https://hotfix.jobs/companies/q4-inc)
**Location:** Remote
**Role:** Support Engineering
**Experience:** 3+ years
**Skills:** HTML, CSS, B2B SaaS, Salesforce, Studio Cms, Q4P, Content Management Systems, Project Management, Website Management, Investor Relations
**Posted:** 2026-07-09

> 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.

## Job Description

## 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.

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