Client Support Manager (Canada or Mexico)

At Q4, we make an impact together, obsess over our customers, operate with integrity, and bring big ideas to life. Q4 is charting a bold new path for investor relations as the first AI-driven IR Ops Platform, providing everything an IR team needs to succeed on a single, powerful platform. The Q4 Platform enables public companies to attract, manage, and understand investors - all in one place. Over 2,600 customers, including many of the most respected brands in the world, trust Q4 to help drive premium valuations for their companies. Only Q4 offers a tech stack holistically designed to equip IR teams with data, insights, and smart workflows that power remarkable outcomes. Learn more at q4inc.com.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!About the roleThe primary responsibility of the Manager, Client Support Services is to ensure the team delivers exceptional customer service to the Q4 client base. Our clients expect perfection in all things! This is not always possible, but the leader of this group should always be looking for ways to improve themselves and their teams. As the Manager of Client Support Services you will have an opportunity to impact many different parts of the organization. This is a growing role with growing responsibility.Please note, this position's schedule is 12 pm - 8 pm EST, Mon - FriWhat you'll doResponsibilities - Team ManagementMentor, train and motivate a team of Coordinators, Analysts and Team Leads.Lead the management and prioritization of Support tickets, inclusive of assigning and verifying follow-up with pending and on-hold ticketsLead for day-to-day resources, one-on-ones and team meetings, etc.Lead for connecting Support with Product, SaaS Ops, IRLLead in team building exercises and incentivizing strong performance within the groupLead the development of a team structure/hierarchy that will enable the team leadership to scale and operate at a consistent level that the manager can provideWork closely with IRL to ensure a seamless connection/processSupport ManagementEnsure support team is meeting response time and satisfaction targetsResponsible to ensure coverage is being met from a support perspective; scheduling for after hours, weekends, vacationsWork with Director of Support to structure and improve the overall support offeringReport on team KPI’s; weekly, monthly as agreed uponLead role in recruitment for new hires, interviews and evaluationLead in developing onboarding plans for new hiresPlay key role in developing paths for team members to foster their personal growth and team retentionQualifications2 - 3 years hands on experience managing a technical support team in a SaaS organization Technical skills with a focus on HTML, CSS, JavaScript Experience with CRMs - specifically SalesforceAn exceptional understanding of interactive media, and emerging technologiesMust have the ability to prioritize and meet deadlines with demonstrated initiativeDemonstrated strong team management and leadership skillsPassion for team management, problem solving, and client satisfactionPositive attitude and ability to maintain excellent internal and external client relationshipsDetail oriented and extremely organizedStrong communication (verbal and written)Compensation & Pay Transparency: The anticipated annual gross base salary for this position is dependent on the candidate’s primary work location. Final compensation is determined by a candidate's unique skills, experience, and internal equity.Canada: $75,000 – $85,000 CADVacancy Status: This job posting is for an existing vacancy currently open at Q4.Artificial Intelligence (AI) Disclosure: In our commitment to an efficient and objective hiring process, Q4 utilizes machine-based systems (AI) to assist in the initial sourcing of applicants. All final hiring and selection decisions are reviewed and conducted by our human recruitment team.Originally posted on Himalayas