Customer Support L2 Project - Freelance Project

agency· Customer Service
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📍 Chile

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 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

Frequently Asked Questions

Is the salary disclosed for the Customer Support L2 Project - Freelance Project position at agency?
The salary for this Customer Support L2 Project - Freelance Project role at agency is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Customer Support L2 Project - Freelance Project position at agency located?
This Customer Support L2 Project - Freelance Project role at agency is based in Chile. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Which team or department does the Customer Support L2 Project - Freelance Project at agency belong to?
This Customer Support L2 Project - Freelance Project position is part of the Customer Service department at agency. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Customer Support L2 Project - Freelance Project position at agency?
Click the "Apply Now" button on this page. You will be redirected to agency's official application portal hosted on greenhouse where you can submit your application directly.
When was the Customer Support L2 Project - Freelance Project job at agency posted?
This Customer Support L2 Project - Freelance Project position at agency was posted on Oct 10, 2025. Apply as soon as possible — early applications are often reviewed first.
Customer Support L2 Project - Freelance Project
agency
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