Customer Support L2 Project

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

📋 Description

• Provide project requirements and guidelines to Customer Support Agents, promoting accountability and excellence in performance.

• Oversee daily operations to ensure compliance with SLA, quality, and productivity standards.

• Conduct quality assessments and feedback sessions.

• Review calls, emails, and chats to enhance service quality and uniformity.

• Identify inefficiencies in processes and recommend enhancements to stakeholders.

• Ensure proper documentation and escalation of complex issues.

• Offer advanced support and manage Agent escalations.

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

• Collaborate with client teams on priority or technical cases.

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

• Generate and evaluate team performance and customer satisfaction reports.

⛳️ Requirements

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

• Robust 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 analytical and organizational skills in a dynamic remote environment.

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

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

• Successful completion of a background check is required.

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

• Availability for 40–50 hours per week.

• Availability between 8am and 8pm US-ET.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and advancement.

• Flexible work environment and schedule.