Role Overview
This is a freelance opportunity to serve as a Level 2 Customer Support lead on a remote, AI-integrated project in the financial services sector, specifically supporting retirement plan management. You will supervise a team of support agents, ensuring high-quality customer interactions while maintaining operational efficiency and compliance with service level agreements.
Key Responsibilities
- Guide and direct support agents by communicating project expectations and promoting accountability and strong performance.
- Oversee daily workflows to confirm adherence to productivity targets, response times, and quality benchmarks.
- Conduct routine evaluations of customer interactions across calls, emails, and chat channels to ensure consistency and identify areas for improvement.
- Deliver constructive feedback and lead performance discussions to strengthen team capabilities.
- Address complex customer inquiries and manage escalated cases from frontline agents.
- Provide accurate, timely information to clients regarding retirement products including 401k, IRA, and Profit Sharing Plans.
- Collaborate with client-facing teams to resolve technical or high-priority issues efficiently.
- Use Zendesk, Aircall, and internal CRM tools to track cases, monitor performance, and maintain records.
- Generate reports on key metrics such as resolution rates, customer satisfaction, and team productivity.
- Identify gaps or inefficiencies in current processes and recommend actionable improvements to stakeholders.
- Ensure proper documentation and escalation procedures are followed for critical issues.
Qualifications
Applicants must have prior leadership experience in customer support environments, preferably within technical or financial services. Strong communication skills in English—both written and verbal—are essential. You should be comfortable managing remote teams, analyzing performance data, and maintaining precision under pressure.
Proficiency with support platforms such as Zendesk or Aircall is required. Familiarity with retirement plan structures is a plus. Candidates must demonstrate sharp organizational abilities, sound judgment, and a commitment to delivering accurate, high-quality service. A successful background check is mandatory for onboarding.
Work Environment
This is a fully remote position open to global applicants. The role requires availability of 40–50 hours per week between 8 AM and 8 PM US Eastern Time. You’ll work within an AI-enhanced infrastructure, supporting innovative solutions in financial technology.
Compensation & Benefits
Hourly pay ranges from $8 to $11, with compensation issued on an hourly basis. This project offers the chance to work with advanced AI systems in financial services, contributing to scalable, modern support operations.
