Customer Support L2 Project - Freelance Project

Role overview Lead day-to-day support quality while handling complex customer issues for a project serving retirement plan customers. The role combines agent guidance, service reviews, escalations, and hands-on assistance through phone, email, and live chat in a remote setting.

Responsibilities - Set guidance and expectations for support agents, and monitor service levels, quality, and productivity. - Review calls, emails, and chats; provide feedback to improve consistency and customer experience. - Take escalated cases and give customers accurate help with account access, integrations, activations, deactivations, and technical problems. - Explain retirement plan offerings and work with partner teams on urgent or technical cases. - Identify process issues, document complex cases, and recommend improvements. - Use support and CRM systems to manage cases and report on team performance and customer satisfaction.

Requirements - Previous experience leading a customer support or contact center team. - Strong customer service background; technical support or financial services experience is especially relevant. - Fluent English, with excellent written and verbal communication skills. - Strong leadership, problem-solving, organization, and attention to detail in a fast-paced remote environment. - Experience with Zendesk, Aircall, or similar support and CRM tools. - Must pass a background check.

Nice to have - Familiarity with 401(k), IRA, or profit-sharing plans.

Benefits and work setup - Remote, hourly project with an expected workload of 40–50 hours per week. Coverage is scheduled within 8 a.m.–8 p.m. US Eastern Time; the stated hourly rate is $8–$11.