Customer Support L2

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About the Role

Join a dynamic project supporting cutting‑edge AI‑driven technology in the financial services industry. As the Customer Support L2, you will oversee Customer Support Agents helping clients manage and optimize their retirement plans. You’ll be responsible for ensuring operational excellence, maintaining service quality, and training the team to deliver exceptional customer experiences.

Remote

Job Overview

We are seeking a highly motivated and experienced Customer Support L2, fluent in English. This role involves both hands‑on support and project oversight responsibilities. You will provide guidance to customer assistance agents via phone, email, and live chat — with a focus on retirement plan support, account integrations, activations / deactivations, and technical troubleshooting.

The ideal candidate has prior experience leading in a contact center or customer service environment, with a strong focus on quality management and continuous improvement.

Key Responsibilities

• Team Leadership

Provide project requirements and guidelines to Customer Support Agents, fostering a culture of accountability and high performance.

Review interactions (calls, emails, chats) to assess and improve quality and consistency of customer service.

Provide advanced‑level support and handle escalations from other Agents.

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

Qualifications

Proven experience in a lead role within a customer support or contact center environment.

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

Hours

Compensation

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