Customer Support L2

hace 3 días

Bogotá, Colombia Invisible Agency A tiempo completo

**Customer Support L2: English**

Remote

**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.

**Job Overview**

**Key Responsibilities**

**Team Leadership**
- Provide project requirements and guidelines to Customer Support Agents, fostering a culture of accountability and high performance.
- Monitor 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**
- Provide advanced-level support and handle escalations from other Agents.
- 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**
- Utilize Zendesk, Aircall, and internal CRM systems for performance tracking and case management.
- Generate and analyze reports on team performance and customer satisfaction metrics.

**Qualifications**

**Required**:

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

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

**Hours**
- 40-50 hours per week
- 8am-8pm US-ET

**Compensation**
- Type: Hourly
- Rate: $8-$11/hour

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