Customer Support L2 Project

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

📋 Description

• Deliver project requirements and guidelines to Customer Support Agents.

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

• Perform quality evaluations and conduct feedback sessions.

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

• Identify inefficiencies in processes and recommend improvements to stakeholders.

• Guarantee accurate documentation and escalation of complex issues.

• Offer advanced-level support and manage agent escalations.

• Assist customers with retirement plans, including 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 team performance and customer satisfaction reports.

⛳️ 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.

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

• Must successfully complete a background check.

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

• Availability to work 40–50 hours per week, between 8am and 8pm US-ET.

🏝️ Benefits

• Comprehensive health insurance coverage.

• Competitive salary with performance bonuses.

• Opportunities for professional development and training.

• Flexible work hours to promote work-life balance.

• Employee retirement plan options including company matching.