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!
We are looking for an organized, proactive, and quality-focused Lead Customer Support Agent to join our team. In this role, you will manage cases triaged to you for a portion of your shift, and you will be responsible for overseeing daily support operations as the designated Leader on Duty (LOD) for a portion of your shift. During your LOD hours, you will focus on monitoring case queues, managing case backlogs, ensuring quality assurance (QA) for cases, and providing hands-on support to our customer support agents, assisting with questions and handling escalations as needed. Your goal will be to maintain efficient support processes and uphold the high standards of service excellence we strive to deliver.
Case Work
Leader on Duty (LOD)
Act as the Leader on Duty for approximately 3 hours of your shift and for vacation, sick day coverage if required, serving as the primary point of contact for operational support.
Oversee team performance during LOD hours, ensuring adherence to company policies, procedures, and quality standards.
Case Queue and Backlog Monitoring
Monitor case queues in real-time to identify and address potential bottlenecks and prioritize cases as needed.
Analyze case backlogs and proactively manage workflow to ensure cases are resolved within established timelines.
Provide regular updates to management on queue and backlog status, identifying any trends or areas for improvement.
Quality Assurance (QA)
Conduct quality assurance reviews on cases handled by the team to ensure consistency, accuracy, and adherence to service guidelines.
Document QA findings and share constructive feedback with agents to promote continuous improvement and professional development.
Collaborate with the QA team to refine evaluation criteria and improve training processes.
Agent Support and Escalation Management
Experience: Minimum of 2-3 years in a customer support, customer service, or operations role; experience in a supervisory or team lead capacity preferred.
Technical Skills: Familiarity with customer support software and case management tools; strong proficiency in real-time queue management and reporting.
Communication: Excellent verbal and written communication skills with a strong customer-centric approach.
Problem-Solving: Ability to think critically and make informed decisions in real time.
Coaching/Training Skills: Demonstrated experience in mentoring teams, with a focus on coaching and training.
Adaptability: Ability to work in a fast-paced environment and adapt to changing priorities.
Attention to Detail: Commitment to high-quality work and thoroughness in reviewing cases.
Collaborative: A team player who fosters a positive work environment and builds constructive relationships across teams.
Customer Focused: Makes decisions motivated by creating a consistently excellent experience for our customers.
Non-business hours activities such as critical client events, escalations, and holiday coverage. This position may require after-hours, weekend and holiday support as needed for emergencies.
Department: Client Operations
Location: Mexico (Remote)
