Customer Support L2 Project - Freelance Project
Core
Oversee Customer Support Agents and provide advanced-level support for retirement plan management and technical troubleshooting in financial services.
Role type
Senior IC Customer Support L2 / Team Lead
Builds
Customer support operations for retirement plan clients
Domain
Financial services / Retirement planning
Deliverable
client delivery
Required skills
Team leadership, quality management, process improvement, advanced customer support, technical troubleshooting, CRM utilization, reporting and analytics
Preferred skills
Retirement plan domain knowledge (401k, IRA, Profit Sharing Plans)
Technologies
Zendesk, Aircall, internal CRM systems
Responsibilities
Provide project requirements and guidelines to agents, monitor daily operations for SLA adherence, conduct quality reviews and feedback sessions, handle escalations and complex technical cases, generate performance and satisfaction reports
Seniority
Senior, hands-on IC with leadership responsibilities
