Customer Support L2 Project

This is a fully remote position, open to applicants in Chile.

📋 Description

• Deliver project requirements and guidelines to Customer Support Agents, promoting accountability and high performance.

• Oversee daily operations to ensure adherence to SLA, quality standards, and productivity metrics.

• Perform quality assessments and conduct feedback sessions.

• Evaluate calls, emails, and chats to enhance service quality and consistency.

• Identify inefficiencies in processes and provide recommendations to stakeholders for improvements.

• Guarantee accurate documentation and escalation of complex issues.

• Offer advanced-level support and manage agent escalations.

• Assist customers with retirement plan options, including 401k, IRA, and Profit Sharing Plans.

• Collaborate with client teams on urgent or technical cases.

• Utilize Zendesk, Aircall, and internal CRM systems for tracking performance and managing cases.

• Create and analyze reports on team performance and customer satisfaction.

• Supervise Customer Support Agents to ensure operational excellence and service quality.

⛳️ Requirements

• Demonstrated experience in a leadership role within a customer support or contact center setting.

• Solid background in customer service, preferably in technical support or financial services.

• Exceptional leadership, communication, and interpersonal abilities.

• Proficiency in English with outstanding verbal and written communication skills.

• Strong problem-solving and organizational capabilities in a dynamic, remote environment.

• Familiarity with Zendesk, Aircall, or comparable CRM/support platforms.

• High attention to detail and a commitment to delivering quality service.

• Must successfully pass a background check.

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

• Availability to work 40–50 hours per week.

• Must be available from 8am–8pm US-ET.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Comprehensive health benefits, including medical, dental, and vision coverage.

• Flexible work arrangements to support work-life balance.

• Access to retirement savings plans and financial wellness resources.