Customer Support L2 Project - Freelance Project
Meridial
COP 8 - COP 11 / hour
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Description
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
About this role
Meridial is seeking an experienced Customer Support L2 to lead a freelance project supporting an AI-driven financial services platform focused on retirement planning. This is a hybrid leadership and hands-on support role where you'll oversee a team of customer support agents while also handling escalations and complex cases yourself. Your responsibilities span team guidance and performance monitoring, quality assurance through interaction reviews, and direct customer support via phone, email, and chat on topics like 401k plans, account integrations, and technical troubleshooting.
The ideal candidate brings proven lead experience in a contact center or customer service environment, with a strong grasp of quality management and process improvement. You'll need fluency in English, proficiency with support platforms like Zendesk and Aircall, and ideally some background in technical or financial services support. The role demands strong leadership and communication skills, attention to detail, and the ability to work independently in a fast-paced setting. Prior experience with retirement plan products is a plus but not required.
This is a freelance position based in Colombia with in-office work required, running 40–50 hours per week during US Eastern Time hours (8am–8pm ET). The hourly rate is $8–$11, and you'll need to pass a background check.
Pay for this role
$8 to $11 per hour
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