Customer Support L2 Project

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

📋 Description

• Deliver project requirements and guidelines to Customer Support Agents.

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

• Execute quality assessments and feedback sessions.

• Evaluate calls, emails, and chat interactions for service quality and consistency.

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

• Ensure precise documentation and escalation of complex matters.

• Offer advanced-level support and manage agent escalations.

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

• Collaborate with client teams on high-priority or technical issues.

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

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

• Supervise Customer Support Agents while promoting operational excellence, service quality, and training for the team.

⛳️ Requirements

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

• Strong foundation 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 setting.

• Experience with Zendesk, Aircall, or similar CRM/support systems is a plus.

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

• Successful completion of a background check is necessary.

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

• Availability for 40–50 hours per week, from 8am to 8pm US-ET.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Comprehensive health and wellness benefits.

• Flexible work hours and remote work options.

• Supportive team culture focused on collaboration and continuous improvement.