Manager, Technical Customer Support

At Q4, we make an impact together, obsess over our customer, 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 role

The Manager of Technical Customer Support at Q4 will lead the transformation and management of global technical customer support operations. This executive is accountable for service delivery, operational excellence, and customer satisfaction in a high-stakes, time-sensitive environment—particularly during earnings seasons and investor events.

• Lead the technical customer support organization in support of Q4 products and hosted events.
• Drive change, engage with team(s) to surface systemic issues spanning multiple roles and take action to improve process/capability
• Plan, direct and coordinate the efforts of the Operations teams to manage and maintain service
• Identify & implement continuous improvement activities
• Design, implement, and mature service policies and process, key to stability and availability  (Incident, Problem Change, Release)  
• Transform service delivery metrics, KPI’s and reporting to drive and manage analytics and ongoing improvements
• Drive “cost per case” reductions through operational efficiencies, automation, improved blended rates and other means

What you'll do

• Provide day to day direction for incident management services for technical customer support issues by leading L1 – L2 support to relevant products and hosted events, validating and responding to customer tickets within SLA.
• Ensure identification of root causes of problems and determine a resolution to prevent recurrence of incidents.
• Minimize the impact of recurring incidents due to problems that cannot be prevented
• Produce operational metrics, KPIs and reporting to drive transparency and manage analytics and ongoing improvements
• Manage / Respond Technical Escalation resulting from technical customer support issues
• Maintain knowledge and expertise to ensure adequate support to customers based on the product line
• Translate leadership direction into actionable and clear goals for team and set expectations for performance and work on cross-functional initiatives to support Q4 vision
• Ensure the teams adherence to security standards and company policy.
• Manage efforts towards availability and reliability to align with services level targets.
• Service management of all service policies, processes, workflows, and metrics reporting
• Ensure support service processes are meeting business objectives and strategy
• Deliver and manage process effectiveness, efficiency, adaptability, and continuous improvement
• Ensure existing service processes are tracked from a cost and efficiency perspective and are aligned to the business objectives / strategy

What we're looking for

• 3+ years of progressive work experience in customer support, call centers and customer operations, with some exposure to managing or mentoring others toward achieving objectives.
• Proven ability to meet strategic objectives, drive execution and achieve business results
• Knowledge of support and call center KPI’s
• Good understanding of ITIL support methods and processes
• Proven leadership and management skills
• Strong project planning skills and ability to design, implement and facilitate successful programs
• Analytical and self-directed in challenging the organization to address opportunities to deliver results
• Excellent interpersonal, communication and relationship management skills
• Solid foundational ITSM experience

Why Join Q4?

We offer a variety of benefits to ensure you can always work hard and have fun:

• Peace of mind & family: Flexible benefit plans, wellness, lifestyle and parental leave top-up if you have a growing family
• Wellness & life: Flexible paid time off and benefit program, retirement plans, 30-day work-from-anywhere program, and a flexible work environment
• Unlock your potential: Unleash your potential with learning allowance, mentorship, leadership forums, and gig programs.

We believe in the power of collective greatness.

At Q4, we embrace diverse perspectives and experiences as the driving force behind innovation and problem-solving. We envision Q4 to reflect the global community we serve, empowering representation and opportunity at all levels. Think you have what it takes, but not sure if you check every box? Apply to the role anyways. We’d love to talk and determine together whether you could be a great fit!

Should you require any accommodations before or during the interview process, please let our Recruitment team know.

Explore further on our career site.