Remote L2 Customer Support Lead - Retirement Plans

Agency; Chile; A distancia; CLP 10.742.000 - 14.770.000; Jornada completa

Descripción de la vacante

Agency is seeking a Customer Support L2 to oversee a remote team handling retirement plan support, account integrations, and technical troubleshooting. You will guide agents via phone, email, and live chat, ensuring service excellence and SLA compliance.

The role emphasizes leadership, process improvement, and strong English communication in a fast-paced remote environment. Prior experience in a contact center and knowledge of CRM platforms are highly valued.

Formación

• 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).

Responsabilidades

• Lead Customer Support Agents, guiding project requirements and ensuring SLA adherence.
• Review interactions to improve quality and drive process improvements.
• Handle escalations and provide advanced guidance on retirement plan offerings.
• Generate and analyze reports from Zendesk, Aircall, and CRM systems.

Conocimientos

Leadership

Communication

Interpersonal skills

English fluency

Problem solving

Organization

Quality service

Herramientas

Zendesk

Aircall

CRM systems

Descripción del empleo

Agency is seeking a Customer Support L2 to oversee a remote team handling retirement plan support, account integrations, and technical troubleshooting. You will guide agents via phone, email, and live chat, ensuring service excellence and SLA compliance.

The role emphasizes leadership, process improvement, and strong English communication in a fast-paced remote environment. Prior experience in a contact center and knowledge of CRM platforms are highly valued.