Remote L2 Customer Support Lead - Retirement Plans

Meridial; Philippines; On-site; PHP 675,708 - 929,098; Part time

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.

Skills

Leadership

Customer service

Fluency in English

Problem-solving

Organizational skills

Tools

Zendesk

Aircall

Job description

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.