Customer Support L2 Project - Freelance Project

Customer Support L2: English

Remote

About the Role

Join a dynamic project supporting cutting-edge AI-driven technology in the financial services industry. As the Customer Support L2, you will oversee Customer Support Agents helping clients manage and optimize their retirement plans. You’ll be responsible for ensuring operational excellence, maintaining service quality, and training the team to deliver exceptional customer experiences.

Job Overview

We are seeking a highly motivated and experienced Customer Support L2, fluent in English. This role involves both hands-on support and project oversight responsibilities. You will provide guidance to customer assistance agents via phone, email, and live chat — with a focus on retirement plan support, account integrations, activations/deactivations, and technical troubleshooting.

The ideal candidate has prior experience leading in a contact center or customer service environment, with a strong focus on quality management and continuous improvement.

Key Responsibilities

Team Leadership

• Provide project requirements and guidelines to Customer Support Agents, fostering a culture of accountability and high performance.

• Monitor daily operations to ensure adherence to SLAs, quality standards, and productivity goals.

• Conduct regular quality reviews and feedback sessions to support enhanced support services.

Quality and Process Management

• Review interactions (calls, emails, chats) to assess and improve quality and consistency of customer service.

• Identify process inefficiencies and advise stakeholders to drive improvements.

• Ensure accurate documentation and escalation of complex issues.

Customer Support

• Provide advanced-level support and handle escalations from other Agents.

• Deliver accurate and timely guidance to customers on retirement plan offerings (401k, IRA, Profit Sharing Plans).

• Collaborate closely with client teams to resolve high-priority or technical cases.

Systems and Reporting

• Utilize Zendesk, Aircall, and internal CRM systems for performance tracking and case management.

• Generate and analyze reports on team performance and customer satisfaction metrics.

Qualifications

Required:

• Proven experience in a lead role within a customer support or contact center environment.

• Strong background in customer service, ideally in technical support or financial services.

• Excellent leadership, communication, and interpersonal skills.

• Fluency in English with excellent verbal and written communication skills.

• Strong problem-solving and organizational skills in a fast-paced, remote environment.