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 integral
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 escalat

📌 Lead Technical Operations Specialist (México)
🏢 Q4
📍 México