Remote L2 Customer Support Lead - Retirement Plans

Meridial

Philippines

On-site

PHP 675,708 - 929,098

Part time

14 days+

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Job summary

Meridial in the Philippines is hiring a Customer Support L2 to lead a team in delivering exceptional customer service in the financial services sector. You will provide hands-on support as well as oversight, mainly focused on retirement plans.

The ideal candidate will have experience in a contact center, excellent leadership skills, and proficiency in English. This is a remote position requiring a commitment to quality service and operational excellence.

Compensation ranges from $8 to $11 per hour, based on experience.

Qualifications

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.
Strong problem-solving and organizational skills in a fast-paced, remote environment.
Familiarity with Zendesk and Aircall or similar CRM/support platforms.

Responsibilities

Provide project requirements and guidelines to Customer Support Agents.
Monitor daily operations to ensure adherence to SLAs and quality standards.
Conduct regular quality reviews and feedback sessions.
Provide advanced-level support and handle escalations.
Generate and analyze reports on team performance and customer satisfaction metrics.