Remote L2 Customer Support Lead — Retirement Plans

Agency; Colombia; Remote; COP 35,668,000 - 49,044,000; Full time

Job summary

Agency is seeking a Customer Support L2 with fluent English to oversee a team of support agents handling retirement plan inquiries and technical issues. This remote role emphasizes leadership, process improvements, and adherence to SLAs across phone, email, and live chat.

The ideal candidate has prior lead experience in contact centers, strong quality management focus, and expertise with Zendesk or Aircall to drive performance and customer satisfaction in a fast-paced environment.

Qualifications

• Lead experience in a customer support or contact center environment.
• Fluency in English with excellent verbal and written communication skills.
• Familiarity with Zendesk, Aircall, or similar CRM/support platforms.

Responsibilities

• Lead Customer Support Agents and oversee daily operations to ensure SLAs, quality, and productivity goals.
• Conduct regular quality reviews and feedback sessions to improve overall service delivery.
• Handle escalations from other agents and provide advanced guidance on retirement plan support.
• Generate and analyze reports on team performance and customer satisfaction using CRM systems.

Skills

Team leadership

Quality management

Communication

Problem solving

Remote work

Tools

Zendesk

Aircall

Job description

Agency is seeking a Customer Support L2 with fluent English to oversee a team of support agents handling retirement plan inquiries and technical issues. This remote role emphasizes leadership, process improvements, and adherence to SLAs across phone, email, and live chat.

The ideal candidate has prior lead experience in contact centers, strong quality management focus, and expertise with Zendesk or Aircall to drive performance and customer satisfaction in a fast-paced environment.