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.
• Familiarity with Zendesk, Aircall, or similar CRM/support platforms.
• High attention to detail and commitment to quality service delivery.
• Must pass a background check.

Preferred:

• Experience with retirement plans (401k, IRA, Profit Sharing Plans).

Hours

• 40–50 hours per week
• 8am–8pm US-ET

Compensation

• Type: Hourly

• Rate: $8–$11/hour

Customer Support Agent

About the Role
Become part of a dynamic team supporting the latest AI-driven technology in the financial services industry, helping clients manage and optimize their retirement plans.

Job Overview
We are looking for a, customer-oriented support agent fluent in English. This role requires addressing customer inquiries via phone, email, and live chat, focused on retirement plan support, account integrations, activations/deactivations, and technical troubleshooting. While prior experience in retirement plans (401k, IRA, Profit Sharing Plans) is beneficial, it is not mandatory.

Key Responsibilities

• Provide prompt, accurate, and support via phone, email, and live chat, ensuring a positive experience for English speaking customers.
• Assist with account activation, integration troubleshooting, and product-related inquiries.
• Deliver accurate guidance on client's retirement plan offerings (401k, IRA, Profit Sharing Plans).
• Troubleshoot technical issues and escalate complex cases as needed.
• Utilize Zendesk, Aircall, and internal CRM systems for tracking, managing, and resolving customer interactions.
• Collaborate with internal teams to escalate issues efficiently and improve customer service.

Qualifications:

• • High school diploma or equivalent; a degree in Business, Finance, or IT is a plus.
  • Fluent in English, with strong verbal and written communication skills.
  • Previous customer service experience, ideally within technical support or financial services.
  • Familiarity with retirement plans or financial account management (401k, IRA) is advantageous.
  • Proficiency in Zendesk and Aircall is preferred.
  • Excellent multitasking, problem-solving, and organizational skills in a fast-paced environment.
  • High attention to detail and ability to work both independently and as part of a remote team.
  • Must pass a background check.

Hours:

45-50 hours per week

9-6pm US-ET

Must be able to work US-East Coast/New York Time Zone

Compensation

• Type: Hourly
• Rate: $5/hour

Employment type: Contract
Workplace type: Remote
Seniority level: Entry Level