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Customer Support

• Serve as the first point of contact for arts organizations by answering questions and troubleshooting complex software workflows, including ticketing setup, individual show configuration, seasonal pricing structures, and annual patron rollovers
• Provide high-quality support across multiple support channels, including tickets, live chat, and phone support
• Proficiently navigate our support software (Zendesk) to document, answer, and escalate support tickets when needed
• Deliver accurate, empathetic support while consistently meeting or exceeding key performance indicators (KPIs), including Time to First Response (TTFR), Customer Satisfaction (CSAT), and response and resolution time targets
• Test and verify software bugs; follow procedures to communicate verified issues to support team leaders or product teams
• Prioritize own workload effectively and with attention to detail
• Research issues in Zendesk, Slackbot, and Jira to identify potential trends and prevent duplication of work within the department
• Provide information to Development team about software defects with urgency; encourage clients to share new feature or product enhancement requests via our Product Feedback platform
• Follow established security and risk management procedures
• Maintain accurate and up-to-date support documentation as needed
• Leverage modern AI tools, including Zendesk Copilot, Gemini, and integrated Slackbots, to streamline daily workflows, summarize complex tickets, and accelerate issue resolution
• Participate in training sessions to continuously develop skills and product knowledge
• Embrace change by continuously expanding skills and knowledge
• Provide cross-functional support by learning and assisting with other Neon One products as business needs evolve
• Manage and monitor Jira tickets, partnering with the Development team to ensure timely resolution and client communication
• Drive continuous process improvements to enhance productivity and customer experience
• Other duties as required

Customer Support Specialist

Product Designer

• Craft the overall user experience strategy, design system, and content architecture for the site
• Oversee a complete overhaul of site journeys and navigation
• Create end-to-end designs including low-fidelity user interface sketches/wireframes through to high-fidelity pixel perfect visual design mockups and prototypes
• Monitor analytics on user behaviour and site performance, continuously seeking opportunities to deliver a superior and higher converting experience
• Develop a proficient understanding of StickerYou's products, customers and competition by leading and participating in user research, competitive analysis and other design thinking activities
• Apply user-centered design best practices and methodologies as well as mobile-first/responsive design thinking
• Work within tight deadlines without compromising quality
• Individual contributor role

Senior UX/UI Designer

Compliance

• Maintain the subprocessor register; manage the end-to-end process for reviewing, onboarding, and notifying clients of subprocessor changes in line with contractual and regulatory obligations.
• Administer data retention schedules - tracking retention periods by data category and jurisdiction, coordinating deletion and archiving activities, and maintaining supporting documentation.
• Support access control compliance, including maintaining records of data access permissions and assisting with periodic access reviews.
• Own the end-to-end Data Subject Access Request (DSAR) intake process ensuring accurate request tracking, seamless coordination across internal stakeholders, and timely fulfillment in compliance with regulatory requirements and response deadlines.
• Support the privacy office in monitoring and testing activities and audits, notably by ensuring proper documentation and tracking of the controls and related findings.
• Ensure that compliance documentation remains up-to-date and support the management and handling of any relevant registries of processing activities and risks assessments.
• Act as a first point of contact for client and applicant compliance queries relating to privacy and EMEA regulatory matters, triaging straightforward requests independently and escalating complex or legally sensitive issues to Senior Counsel as appropriate.
• Prepare and issue subprocessor update notices and other privacy-related client communications.
• Maintain client-specific compliance records relating to data processing agreements and privacy obligations.
• Track EMEA jurisdiction-specific reporting requirements and filing deadlines; coordinate preparation in support of the Senior Counsel, Privacy and Senior Compliance Officer.
• Maintain the EMEA compliance calendar and assist with regulatory correspondence.
• Support credentialing and onboarding/offboarding compliance processes for EMEA clients and vendors.
• Apply a working knowledge of regulated criminal-record screening across the UK disclosure regimes (DBS, Disclosure Scotland, and AccessNI), including the distinct check levels available under each and the eligibility rules that govern which level a given role qualifies for.
• Understand Certn's obligations when acting as, or supporting clients who rely on, a registered body, umbrella body, or responsible organisation, including the duty to confirm role eligibility, verify applicant identity, and handle disclosure results in line with each agency's code of practice.
• Audit screening files for eligibility accuracy and procedural compliance, and prepare first-line responses to client and regulator inquiries about how a check was scoped, processed, and stored, escalating substantive legal questions to the Senior Counsel, Privacy and Senior Compliance Officer.
• Apply the data-protection rules that sit alongside the disclosure regimes, including the handling, retention, and secure destruction of criminal-record data as criminal offence data under UK GDPR and the Data Protection Act 2018.
• Maintain process documentation for privacy and EMEA compliance workflows
• Act as a liaison to Operations for privacy-adjacent process design and workflow improvements
• Triage and manage Jira tickets relating to privacy and EMEA compliance matters

Operational Compliance Specialist

• Own and evolve ZUI, Zipline's design system, including component architecture, design tokens, accessibility standards, documentation, and implementation quality. Partner closely with engineering to ensure the system evolves alongside our product and technical architecture.
• Establish shared interaction patterns, mental models, and design principles that create consistency across the product. Translate learnings from product work into reusable systems, frameworks, and foundations that can scale across teams.
• Build the documentation, guidance, and decision-making frameworks that help designers, engineers, and PMs work independently and consistently. Drive adoption of the design system and product foundations across the organization.
• Contribute to complex product initiatives, influence long-term product direction, and help define how emerging technologies, including AI, are incorporated into our design practice and workflows.

Staff Product Designer, Design Systems – Foundations

Account Manager

• Support/Lead the onboarding of new customers and ensure a successful Zipline launch
• Act as the primary point of contact for assigned customers
• Build strong relationships across each customer's organization, including executive sponsors and operational stakeholders
• Advise customers on best practices and continuous improvement opportunities
• Educate customers on new features and relevant updates
• Partner with Implementation, Support, Product, and technical stakeholders
• Maintain a structured success plan following implementation
• Own customer health, renewal readiness, and churn-risk identification
• Use customer goals, usage data, reporting, and performance metrics to drive adoption
• Identify expansion opportunities and help customers build business cases
• Help customers evaluate usage, ROI, and other key metrics
• Lead challenging customer situations with professionalism and sound judgment
• Work with Marketing to develop case studies and other marketing assets

• Support/Lead the onboarding of new customers and ensure a successful Zipline launch to their users.
• Act as the primary point of contact for assigned customers and serve as the voice of the customer within Zipline.
• Build strong relationships across each customer's organization, including executive sponsors and operational stakeholders, by understanding their goals, culture, and decision-making structure.
• Advise customers on best practices and continuous improvement opportunities to drive long-term success with Zipline.
• Educate customers on new features, enhancements, bug fixes, and relevant Zipline updates.
• Partner with Implementation, Support, Product, and technical stakeholders to ensure smooth onboarding, handoff, and post-launch optimization.
• Maintain a structured success plan following implementation, including adoption milestones, business goals, and growth opportunities.
• Own customer health, renewal readiness, churn-risk identification, and mitigation across assigned accounts.
• Use customer goals, usage data, reporting, and performance metrics to drive adoption, quantify ROI, and inform account strategy.
• Identify expansion opportunities and help customers build business cases and budgets to support renewals and upsell opportunities.
• Help customers evaluate usage, ROI, and other key metrics that can be used internally and externally.
• Lead challenging customer situations with professionalism, urgency, and sound judgment.
• Work with Marketing to develop case studies, customer video clips, quotes, and other sales and marketing assets that showcase customer success stories.

• Support/Lead the onboarding of new customers
• Act as the primary point of contact for assigned customers
• Build strong relationships across each customer's organization
• Advise customers on best practices and continuous improvement opportunities
• Educate customers on new features, enhancements, and relevant updates
• Partner with internal teams to ensure smooth onboarding
• Maintain a structured success plan following implementation
• Own customer health, renewal readiness, churn-risk identification
• Identify expansion opportunities and help customers build business cases
• Lead challenging customer situations with professionalism
• Work with Marketing to develop case studies and customer success stories

Full-stack Engineer

• Work with an agile team to develop, test, and maintain Q4 software applications
• Write and maintain codebases with a high level of quality across all of your work
• Develop and unit test applications in accordance with established Q4 standards
• Contribute to designing, developing, deploying, and maintaining new and existing features
• Follow Q4's software development lifecycle, committing and delivering on those commitments
• Communicate clearly and regularly with team members and your team lead
• Attend and contribute to company development meetings
• Work closely with QA to produce high-quality code and automate according to QA requirements
• Assist with the development of user stories and estimates
• Ensure that software you develop is well documented
• Undertake any other reasonable task that may be asked of you by senior management

Customer Support Specialist

Senior UX/UI Designer

Operational Compliance Specialist

Staff Product Designer, Design Systems – Foundations

Staff Product Designer, Design Systems – Foundations

Account Manager

Account Manager

Account Manager

Account Manager

Account Manager

Senior Full Stack Engineer