Customer Support L2 Project - Freelance Project

Role overview Lead day-to-day support quality for a remote customer service operation focused on retirement-plan accounts. This hands-on role combines coaching and oversight of support agents with direct handling of escalated customer questions, including account access, plan administration, and technical issues.

Responsibilities - Set expectations and guidance for support agents, and monitor service levels, quality, and productivity. - Review calls, emails, and chats, then provide feedback to improve consistency and customer outcomes. - Handle complex escalations and give customers accurate guidance on retirement-plan matters. - Keep case documentation complete and ensure difficult issues are escalated appropriately. - Identify workflow problems and recommend process improvements to relevant stakeholders. - Track team performance and customer satisfaction using support systems and reports.

Requirements - Experience in a team lead role within customer support or a contact center. - Strong customer service background; technical support or financial services experience is relevant. - Fluent English with excellent written and spoken communication. - Demonstrated leadership, problem-solving, organization, and attention to service quality. - Familiarity with Zendesk, Aircall, or comparable customer support and CRM tools. - Ability to pass a background check.

Nice to have - Experience supporting 401(k), IRA, or profit-sharing plans.

Benefits and work setup - Remote, hourly project work, listed at $8–$11 per hour. - Expected schedule is 40–50 hours per week, within an 8 a.m.–8 p.m. US Eastern Time coverage window.