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 adecuado 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.
* 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.