Customer Support Agent - Freelance Project

agency; United States; Remote; USD 5,500 - 8,300; Full time

Job summary

Agency is seeking a remote English-speaking support specialist to assist customers with retirement-plan accounts and related fintech questions. You will handle inquiries via phone, email, and live chat, including setup, integrations, and basic troubleshooting, escalating complex cases as needed.

Responsibilities include guiding users on plan options (401(k), IRA, profit-sharing), resolving product issues, and logging interactions in CRM systems.

Qualifications

• High school diploma or equivalent; further study in business, finance, or IT is a plus.
• Fluent English with strong spoken and written communication skills.
• Customer service experience; technical support or financial-services experience is especially relevant.
• Strong organization, attention to detail, multitasking, and problem-solving skills.
• Ability to work independently and as part of a remote team.
• Must pass a background check.

Responsibilities

• Respond to customer questions promptly and accurately by phone, email, and live chat.
• Help with account activation, deactivation, integrations, and product-related issues.
• Explain relevant retirement-plan options, including 401(k), IRA, and profit-sharing plans.
• Troubleshoot technical problems and route complex cases to the appropriate team.
• Track and manage customer interactions in support and CRM systems.
• Coordinate with internal teams to resolve issues and improve the support experience.

Skills

Fluent English

Customer service

Technical support

Financial services experience

Organization & multitasking

Education

High school diploma or equivalent

Tools

Zendesk

Aircall

Job description

Role overview

Support English-speaking customers with questions about retirement-plan accounts and related financial technology. The role handles customer interactions across phone, email, and live chat, covering account setup, integrations, product questions, and basic technical troubleshooting, with escalation for complex cases.

Responsibilities

• Respond to customer questions promptly and accurately by phone, email, and live chat.
• Help with account activation, deactivation, integrations, and product-related issues.
• Explain relevant retirement-plan options, including 401(k), IRA, and profit-sharing plans.
• Troubleshoot technical problems and route complex cases to the appropriate team.
• Track and manage customer interactions in support and CRM systems.
• Coordinate with internal teams to resolve issues and improve the support experience.

Requirements

• High school diploma or equivalent; further study in business, finance, or IT is a plus.
• Fluent English with strong spoken and written communication skills.
• Customer service experience; technical support or financial-services experience is especially relevant.
• Strong organization, attention to detail, multitasking, and problem-solving skills.
• Ability to work independently and as part of a remote team.
• Must pass a background check.

Nice to have

• Familiarity with retirement plans or financial account management, including 401(k) and IRA accounts.
• Experience with customer-support tools such as Zendesk and Aircall.

Benefits and work setup

• Remote contract role, scheduled for 45–50 hours per week during 9 a.m.–6 p.m. US Eastern Time; availability aligned with the US East Coast is required.
• Hourly rate listed as $5.