Lead Technical Operations Specialist

The Role

This is a remote, mid-level individual contributor position based in Mexico.

Unlike traditional high-volume support roles, this position operates on a cyclical workflow. During quarterly earnings seasons, you will oversee the high-stakes preparation, quality assurance, and execution of technical web updates for our clients. During off-season periods, your focus will shift to strategic project work, process optimization, and preparing the team for the next cycle. Performance is evaluated based on the successful completion of these key initiatives, rather than standard KPIs like ticket volume.

Working Hours: 6:00 AM to 2:00 PM EST, Monday through Friday, providing essential morning shift coverage. No weekend work is required, though flexibility for overtime is necessary during peak earnings periods (lasting 4-6 weeks every quarter).

Key Responsibilities

• Earnings Execution & QA: Oversee the preparation, quality assurance, and flawless execution of quarterly web earnings updates for all Q4 customers, handling Material Non-Public Information (MNPI) with the utmost discretion.
• Team Leadership: Facilitate daily stand-up meetings and provide ongoing mentorship, training, and technical guidance to fellow Earnings Support Specialists.
• Escalation Management: Serve as the primary point of escalation for complex technical and operational issues from internal employees and global customers. Use thorough investigative skills to solve root problems rather than surface-level symptoms.
• Process Optimization: Analyze existing workflows to identify gaps, pain points, and client trends. Bring actionable insights forward to improve internal operations and collaborate with the product team on long-term solutions.
• Knowledge Management: Create, update, and maintain comprehensive process documentation for training, tracking, and operational excellence.

Requirements

• Experience: 3 to 5 years of professional mid-level experience in client operations, technical escalations, or specialized support within a B2B SaaS environment.
• Technical Proficiency: Demonstrated ability to use HTML and CSS to interpret technical issues, troubleshoot modules, and independently manage routine digital content tasks.
• Financial Acumen: A clear understanding of Material Non-Public Information (MNPI) and the severe risks associated with its mismanagement. Familiarity with Investor Relations (IR) content and website architecture is highly preferred.
• Leadership Skills: Prior experience mentoring, training, or functionally leading peers, with excellent communication and organizational skills.

Nice-to-Haves

• High-level 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 (CMS), or Website Management.