Remote L2 Customer Support Lead: Retirement Plans

Meridial; Colombia; Presencial; COP 37.814.987 - 51.995.608; A tiempo parcial

Descripción de la vacante

Meridial is seeking an experienced Customer Support L2 for a freelance project focused on optimizing retirement plans. The role involves overseeing a team of Customer Support Agents, ensuring operational excellence and maintaining service quality in a remote work environment.

The ideal candidate should have a strong background in customer service, excellent communication skills, fluency in English, and experience with CRM tools like Zendesk. Flexible working hours between 40-50 per week are expected.

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.
• Ability to manage operations remotely and maintain productivity standards.

Responsabilidades

• Oversee Customer Support Agents, driving high performance and quality management.
• Monitor service standards, ensuring adherence to SLAs and performance metrics.
• Provide advanced support and handle escalations effectively.

Conocimientos

Leadership

Communication

Problem-solving

Customer service

Technical support

Organizational skills

Fluency in English

Herramientas

Zendesk

Aircall

CRM platforms

Descripción del empleo

Meridial is seeking an experienced Customer Support L2 for a freelance project focused on optimizing retirement plans. The role involves overseeing a team of Customer Support Agents, ensuring operational excellence and maintaining service quality in a remote work environment.

The ideal candidate should have a strong background in customer service, excellent communication skills, fluency in English, and experience with CRM tools like Zendesk. Flexible working hours between 40-50 per week are expected.