Customer Support L2 Project

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

📋 Description

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

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

• Perform quality assessments and conduct feedback sessions.

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

• Detect process inefficiencies and recommend improvements to stakeholders.

• Ensure precise documentation and escalation of complex issues.

• Offer advanced-level support and manage Agent escalations.

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

• Collaborate with client teams on critical or technical issues.

• Utilize Zendesk, Aircall, and internal CRM systems for case management and performance monitoring.

• Create and evaluate team performance and customer satisfaction reports.

⛳️ Requirements

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

• Strong foundation in customer service, preferably in technical support or the financial services sector.

• 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 strong commitment to delivering quality service.

• Must successfully complete a background check.

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

• Availability for 40–50 hours per week.

• Availability required from 8am–8pm US-ET.

🏝️ Benefits

• Competitive salary and compensation package.

• Opportunities for professional development and growth.

• Comprehensive health and wellness benefits.

• Flexible work arrangements in a supportive remote environment.