Manager, Client Technical Support

HighlightTA

  • Toronto, ON
  • Permanent
  • Full-time
  • 21 days ago
is the on-demand talent team for .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 .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!The Manager, Technical Support plays a critical role in leading Q4's global Tier 1 and Tier 2 technical support organization. This leader will oversee a small but highly skilled team, driving service excellence, rapid response times, and high-quality resolution for complex client issues. You'll bring structure to our support operations, implement best practices for escalations, and optimize case management systems to ensure we deliver an exceptional client experience - especially during time-sensitive, high-visibility events.This is an ideal opportunity for someone who thrives in a fast-paced technical environment, enjoys building team capability, and is passionate about operational improvement.Key Responsibilities:Lead and develop an 8-9 person team across Tier 1 and Tier 2 technical support.Oversee case intake, triage, and SLA-driven resolution for technical issues, security requests, and break-fix cases.Formalize escalation processes and coordinate with Product, Sales, and Engineering teams for quick resolution.Drive continuous improvement in responsiveness, wait times, and callback processes.Manage and optimize Salesforce case management (with potential migration to ZenDesk).Implement queue management, workforce planning, and performance tracking against SLAs.Foster a high-performing team through coaching, reskilling, and leadership development.Partner cross-functionally to address systemic issues and improve service delivery.Required Skills and Attributes:Proven leadership experience in managing small, technical support teams in a Tier 1/Tier 2 structure.Strong technical troubleshooting and escalation management skills.Experience with Salesforce Service Cloud and/or ZenDesk (preferred).Solid understanding of ITIL practices (certification a plus, but practical experience valued).Ability to balance strategic improvements with hands-on problem solving.Excellent communication and collaboration skills.Strong organizational skills with the ability to manage competing priorities.Qualifications:5+ years in technical support, including 2+ years in a leadership role.Experience in SaaS or technology-driven environments.Background in service operations, workforce management, and KPI-driven performance.
Familiarity with case management systems and escalation workflows.Working Conditions:
This position requires occasional after-hours or weekend work during critical events, escalations, or product launches. Hybrid work model preferred, with ability to work from our Toronto office 1-2 days per week.

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