Customer Support L2
Invisible Expert MarketplaceKulim, Kedah, Malaysia1 hari lalu
Penerangan pekerjaanMonitor daily operations to ensure adherence to SLAs, quality standards, and productivity goals. Conduct regular quality reviews and feedback sessions to support enhanced support services. Quality and Process Management Identify process inefficiencies and advise stakeholders to drive improvements. Ensure accurate documentation and escalation of complex issues. Customer Support Deliver accurate and timely guidance to customers on retirement plan offerings (401k, IRA, Profit Sharing Plans). Collaborate closely with client teams to resolve high‑priority or technical cases. Systems and Reporting Generate and analyze reports on team performance and customer satisfaction metrics. Required : Strong background in customer service, ideally in technical support or financial services. Excellent leadership, communication, and interpersonal skills. Fluency in English with excellent verbal and written communication skills. Strong problem‑solving and organizational skills in a fast‑paced, remote environment. Familiarity with Zendesk, Aircall, or similar CRM / support platforms. High attention to detail and commitment to quality service delivery. Must pass a background check. Preferred : 40–50 hours per week 8am–8pm US-ET Type : Hourly Rate : $8–$11 / hour
Get AI-powered advice on this job and more exclusive features.
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
#J-18808-Ljbffr
Buat amaran kerja untuk carian ini
Customer Support • Kulim, Kedah, Malaysia
Pekerjaan yang berkaitan
- Dinaikkan pangkat
- Baharu!
Client Support
GlintsGeorge Town, Penang, Malaysia You will be responsible for proactively monitoring system performance, your ability to handle escalations, ensure effective communication, and optimize operational processes will be key to your suc...Tunjukkan lagiKemas kini terakhir: 20 jam yang lalu
- Dinaikkan pangkat
Associate Customer Support Engineer
Telesign Corp.Central George Town, Penang, Malaysia We are looking to hire a Customer Support Engineer as part of Telesign’s Technical Support team.The Customer Support Engineer role works with our customers as well as with our internal teams on tro...Tunjukkan lagiKemas kini terakhir: 30+ hari yang lalu
- Dinaikkan pangkat
Technical Customer Support, II
Zebra TechnologiesSimpang Ampat, Penang, Malaysia At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better.United by curiosity and care, we develop dynamic solutions that anticipate ou...Tunjukkan lagiKemas kini terakhir: 30+ hari yang lalu
- Dinaikkan pangkat
Technical Support Specialist (German Speaker) - 6 Months Renewable Contract
TPPenangMalaysia, Penang, Malaysia Technical Support Specialist (German Speaker) - 6 Months Renewable Contract.We are looking for a proactive and customer-focused.
In this role, you will provide professional assistance to business pa...Tunjukkan lagiKemas kini terakhir: 19 hari yang lalu
- Dinaikkan pangkat
Customer Support L2
Invisible Expert MarketplaceSungai Petani, Kedah, Malaysia Get AI-powered advice on this job and more exclusive features.Join a dynamic project supporting cutting‑edge AI‑driven technology in the financial services industry.
As the Customer Support L2, you ...Tunjukkan lagiKemas kini terakhir: 1 hari yang lalu
- Dinaikkan pangkat
(Chinese and English) Customer Support Consultant, emails / live chats (Remote)
SupportYourAppGeorge Town, Penang, Malaysia Chinese and English) Customer Support Consultant, emails / live chats (Remote).Chinese and English) Customer Support Consultant, emails / live chats (Remote).
Be among the first 25 applicants.Get AI-pow...Tunjukkan lagiKemas kini terakhir: 30+ hari yang lalu
- Dinaikkan pangkat
Customer Support Specialist
Just Global Markets Ltd.Batu Kawan, Penang, Malaysia Efficiently respond and communicate with clients to understand and service their needs via livechat.Effectively analyse customer data to make appropriate recommendations and problem resolutions.Res...Tunjukkan lagiKemas kini terakhir: 16 hari yang lalu
- Dinaikkan pangkat
- Baharu!
Customer Support Specialist
mx51Central George Town, Penang, Malaysia We are building a payment platform that allows merchants to accept payments in-store, in-app and online, whilst consolidating all their data on a real-time business management dashboard.We care abo...Tunjukkan lagiKemas kini terakhir: kurang daripada 1 jam yang lalu
- Dinaikkan pangkat
Customer Support Agent
Invisible Expert MarketplaceBatu Kawan, Penang, Malaysia Become part of a dynamic team supporting the latest AI-driven technology in the financial services industry, helping clients manage and optimize their retirement plans.
We are looking for a customer...Tunjukkan lagiKemas kini terakhir: 15 hari yang lalu
- Dinaikkan pangkat
Technical Support Specialist (Portugese Speaker) - 6 Months Renewable Contract
TPPenangMalaysia, Penang, Malaysia Technical Support Specialist (Portuguese Speaker) - 6 Months Renewable Contract.We are looking for a proactive and customer-focused.
In this role, you will provide professional assistance to busines...Tunjukkan lagiKemas kini terakhir: 19 hari yang lalu
- Dinaikkan pangkat
WFH Customer Support Specialist (Fintech)- Mandarin Speaker
EYZ GlobalSungai Petani, Kedah, Malaysia Human Resources Executive | Talent Acquisition.Provide professional and empathetic support to customers via email and live chat.
Diagnose technical issues and Escalate complex cases to relevant team...Tunjukkan lagiKemas kini terakhir: 1 hari yang lalu
- Dinaikkan pangkat
Technical Support Specialist (Dutch Speaker) - 6 Months Renewable Contract
TPPenangMalaysia, Penang, Malaysia Technical Support Specialist (Dutch Speaker) - 6 Months Renewable Contract.We are looking for a proactive and customer‑focused Technical Support Specialist to join our regional support team.In this...Tunjukkan lagiKemas kini terakhir: 20 hari yang lalu
- Dinaikkan pangkat
Customer Support Specialist (Mandarin & Malay Speaking)
LittleLivesGeorge Town, Penang, Malaysia LittleLives is a fast-growing EdTech SaaS platform, supporting thousands of preschools across Singapore, Malaysia, Vietnam, and Indonesia.
With over $3M in annual recurring revenue, we are on a miss...Tunjukkan lagiKemas kini terakhir: 30+ hari yang lalu
- Dinaikkan pangkat
Bilingual Customer Support Specialist
DataAnnotationCentral George Town, Penang, Malaysia Join to apply for the Bilingual Customer Support Specialist role at DataAnnotation.We are looking for a Bilingual Customer Support Specialist to join our team to train AI models.You will measure th...Tunjukkan lagiKemas kini terakhir: 30+ hari yang lalu
- Dinaikkan pangkat
Online Customer Support Jobs – Work from Home in Malaysia
Mashreq BankCentral George Town, Penang, Malaysia The Elite Job is seeking dynamic, customer-focused individuals to join our team as Online Customer Support Representatives.
This is a work-from-home position based in Malaysia, offering flexibility ...Tunjukkan lagiKemas kini terakhir: 23 hari yang lalu
- Dinaikkan pangkat
Customer Support Engineer (Remote)
FreelancingSungai Petani, Kedah, Malaysia As a Customer Support Engineer, you will be responsible for helping Incognito’s customers by diagnosing and resolving complex technical issues in a high-contribution role with exciting technical ch...Tunjukkan lagiKemas kini terakhir: 30+ hari yang lalu
- Dinaikkan pangkat
HPC / AI Solution Architect
Hewlett Packard EnterpriseSungai Petani, Kedah, Malaysia Remote / teleworker role; you will primarily work from home.Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work.
We focus on connecting, protecting, a...Tunjukkan lagiKemas kini terakhir: 27 hari yang lalu
- Dinaikkan pangkat
Customer Support Specialist (Mandarin & Malay Speaking)
LittleLives IncSeberang Perai, Penang, Malaysia LittleLives is a fast-growing EdTech SaaS platform, supporting thousands of preschools across Singapore, Malaysia, Vietnam, and Indonesia.
With over $3M in annual recurring revenue, we are on a miss...Tunjukkan lagiKemas kini terakhir: 1 hari yang lalu