Customer Support L2 Project - Freelance Project
Customer Support L2 Project - Freelance Project is an open role at Meridial, located in Colombia, with pay listed as $8–$11/hr.
Applications open on Meridial’s own site. How we make money.
About this role
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 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 ideal 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. Systems and Reporting Utilize Zendesk, Aircall, and internal CRM
Pay
$8–$11/hr
About Meridial
Meridial's connection to Invisible Technologies: Invisible-powered expert contractor network. Law, STEM, finance, coding, linguistics, safety and AI training
Ownership confidence: Confirmed. See the full network profile →
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Frequently asked questions
How do I apply for the Customer Support L2 Project - Freelance Project role at Meridial?
Applications go through Meridial's own portal - HumanSourcer links to the listing and never collects applications or handles hiring. Meridial's access model is "Apply" (Join network / apply to projects). This listing was first seen here on July 19, 2026 and was still live at the last check.
Is the Customer Support L2 Project - Freelance Project role at Meridial remote?
This role is listed for: Colombia.
What does the Customer Support L2 Project - Freelance Project role at Meridial pay?
Meridial lists this role's pay as $8–$11/hr, quoted from the listing rather than estimated.
What kind of work is Customer Support L2 Project - Freelance Project?
Customer support / ops. Law, STEM, finance, coding, linguistics, safety and AI training
Is Meridial a legitimate AI-training platform?
Invisible-powered expert contractor network - and that relationship is rated "Confirmed" here because it can be checked against www.meridial.ai rather than taken on Meridial's word. Confidence describes how well the ownership is evidenced. It is not a rating of how the platform treats the people who work for it, which no public source covers reliably.
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