Customer Support L2 Project - Freelance Project

Role overview Lead day-to-day support operations for a remote customer service project focused on retirement plan accounts and related technology. The role combines hands-on handling of complex customer cases with coaching agents, monitoring service quality, and improving support processes.

Responsibilities - Set clear project guidance for support agents and monitor daily work against service, quality, and productivity expectations. - Review calls, emails, and chats; provide feedback to improve consistency and customer experience. - Take escalations and troubleshoot account integrations, activations, deactivations, and other technical issues. - Explain retirement plan options, including 401(k), IRA, and profit-sharing plans, and coordinate urgent or technical cases with partner teams. - Identify process gaps, support accurate case documentation and escalation, and track performance and customer satisfaction using support systems and reports.

Requirements - Experience in a lead role in customer support or a contact center, with a strong customer service background. - Excellent spoken and written English, plus strong leadership, communication, and interpersonal skills. - Problem-solving ability, organization, and attention to detail in a fast-paced remote setting. - Familiarity with Zendesk, Aircall, or comparable customer support and CRM tools. - Willingness to complete a background check.

Nice to have - Experience supporting retirement plans or working in financial services or technical support.

Benefits and work setup - Remote, hourly freelance project with an expected 40–50 hours per week. - The stated coverage window is 8 a.m.–8 p.m. US Eastern Time.