Customer Support L2 Project - Freelance Project

About this role

<p><strong>Customer Support L2: English</strong></p> <p>Remote</p> <p><strong>About the Role</strong></p> <p>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.</p> <p><strong>Job Overview</strong></p> <p>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.</p> <p>The ideal candidate has prior experience leading in a contact center or customer service environment, with a strong focus on quality management and continuous improvement.</p> <p><strong>Key Responsibilities</strong></p> <p><strong>Team Leadership</strong></p> <ul> <li>Provide project requirements and guidelines to Customer Support Agents, fostering a culture of accountability and high performance.</li> <li>Monitor daily operations to ensure adherence to SLAs, quality standards, and productivity goals.</li> <li>Conduct regular quality reviews and feedback sessions to support enhanced support services.</li> </ul> <p><strong>Quality and Process Management</strong></p> <ul> <li>Review interactions (calls, emails, chats) to assess and improve quality and consistency of customer service.</li> &lt