Customer Support L2 Project - Freelance Project

The role

You will oversee Customer Support Agents helping clients manage and optimize retirement plans. You will provide guidance via phone, email, and live chat while ensuring operational excellence and service quality.

What you will do

• Provide project requirements and guidelines to Customer Support Agents
• Monitor daily operations to ensure adherence to SLAs, quality standards, and productivity goals
• Conduct regular quality reviews and feedback sessions
• Review interactions to assess and improve quality and consistency
• Identify process inefficiencies and advise stakeholders
• Ensure accurate documentation and escalation of complex issues
• Provide advanced-level support and handle escalations from other Agents
• Deliver guidance to customers on retirement plan offerings
• Collaborate with client teams to resolve high-priority or technical cases
• Utilize Zendesk, Aircall, and internal CRM systems to generate and analyze reports

Required qualifications

• 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)

Before you apply

• Must pass a background check

About the company

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