The Customer Support L2 will lead a team of support agents in a remote, AI-driven financial services project focused on retirement plan management. This role combines hands-on customer support with team leadership, quality oversight, and process improvement to ensure high service standards and operational excellence.
What You'll Do
- 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.
- 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.
- 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.
- Utilize Zendesk, Aircall, and internal CRM systems for performance tracking and case management.
- Generate and analyze reports on team performance and customer satisfaction metrics.
What We're Looking For
- 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.
Nice to Have
- Experience with retirement plans (401k, IRA, Profit Sharing Plans).
Technical Stack
- Zendesk
- Aircall
- CRM systems
Team & Environment
- Customer Support L2 leading Customer Support Agents
Benefits & Compensation
- Pay rate: $8–$11/hour
Work Mode
- Remote work with 40–50 hours per week, availability required between 8am–8pm US-ET
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
