What You'll Do
Guide a team of customer support agents by clarifying project expectations and promoting a culture of accountability and strong performance. Oversee daily workflows to ensure service levels, quality benchmarks, and productivity targets are consistently met.
Review customer interactions across calls, emails, and chats to evaluate service quality and deliver constructive feedback. Lead regular quality assurance sessions to help agents improve consistency and accuracy in customer communications.
Identify gaps or inefficiencies in current processes and recommend actionable improvements to stakeholders. Take ownership of documenting complex cases and ensuring proper escalation paths are followed.
Provide advanced-level support by resolving escalated inquiries and offering precise, timely information on retirement products including 401k, IRA, and Profit Sharing Plans. Partner with client teams to address technical or high-priority issues efficiently.
Use Zendesk, Aircall, and internal CRM platforms to manage cases, track performance, and maintain accurate records. Generate reports on team metrics and customer satisfaction to inform ongoing service enhancements.
Requirements
- Proven leadership experience in customer support or contact center environments
- Background in financial services or technical support roles
- Strong communication skills, with fluency in English and precision in both speaking and writing
- Ability to lead, mentor, and provide feedback to team members remotely
- Skilled in problem-solving and managing multiple priorities in a fast-paced setting
- Familiarity with CRM or support platforms such as Zendesk and Aircall
- High level of attention to detail and dedication to service quality
- Successful completion of a background check is required
Preferred Qualifications
- Direct experience supporting retirement plan products, including 401k, IRA, or Profit Sharing Plans
Technical Stack
Work will be conducted using Zendesk, Aircall, and internal CRM systems.
Compensation
Hourly pay ranges between $8 and $11, based on experience and performance. This is a freelance, hourly position with no equity offered.
Work Mode
Full-time remote role with global availability. No location restrictions apply; work can be performed from any region with reliable internet access.
