Customer Support L2 Project - Freelance Project

Chile

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

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 idóneo 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

- 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

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

Apply for this job

*

indicates a required field

First Name *

Last Name *

Preferred First Name

Email *

Phone

Country *

Phone *

Location (City) *

Resume/CV

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Education

School Select...

Degree * Select...

Select...

What country are you currently a resident of? * Select...

Please select the skills category that best describes your core strengths from the list below. * Select...

Please provide your desired hourly rate in USD *

Please enter your desired hourly rate in USD as a number only (no symbols, words, or ranges).Decimals are allowed. Do not include $, commas, or text.

Example: `8.50` (for $8.50/hour)

LinkedIn Profile *

On average, how many hours per week are you available? *

Please enter the number of hours you are generally available each week using numbers only.
Decimals are allowed. Do not include text or symbols.

Example: `40` or `32.5`

Are you able to work 8am - 5pm ET? * Select...

Accepted file types: pdf, doc, docx, txt, rtf

2. Click on the go button and wait for the test to be completed.

3. After the test results are shown on screen, take a

📌 RemoteCustomer Support Lead for AI‑Driven Finance (Santiago)
🏢 Meridial
📍 Santiago