Remote L2 Customer Support Lead — Retirement Plans
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Agency is seeking a Customer Support L2 with fluent English to oversee a team of support agents handling retirement plan inquiries and technical issues. This remote role emphasizes leadership, process improvements, and adherence to SLAs across phone, email, and live chat.
The ideal candidate has prior lead experience in contact centers, strong quality management focus, and expertise with Zendesk or Aircall to drive performance and customer satisfaction in a fast-paced environment.