Customer Support L2 Project - Freelance Project

agency; United States; Remote; USD 11,000 - 15,000; Full time

Benefits offered by this job

Remote work

Job summary

agency is seeking a Lead, Day-to-Day Support Quality to guide a remote team serving retirement plan customers. You will set guidance, review interactions, and handle escalations via phone, email, and live chat while promoting high-quality service.

You will monitor service levels, identify issues, document complex cases, and collaborate with partner teams on urgent or technical matters to ensure accurate help with account access, integrations, activations, and deactivations.

Qualifications

• Experience leading a customer support or contact center team.
• Strong customer service background; technical support or financial services experience is especially relevant.
• Fluent English, with excellent written and verbal communication skills.
• Strong leadership, problem-solving, organization, and attention to detail in a fast-paced remote environment.
• Experience with Zendesk, Aircall, or similar support and CRM tools.
• Must pass a background check.

Responsibilities

• Set guidance and expectations for support agents, and monitor service levels, quality, and productivity.
• Review calls, emails, and chats; provide feedback to improve consistency and customer experience.
• Take escalated cases and give customers accurate help with account access, integrations, activations, deactivations, and technical problems.
• Explain retirement plan offerings and work with partner teams on urgent or technical cases.
• Identify process issues, document complex cases, and recommend improvements.
• Use support and CRM systems to manage cases and report on team performance and customer satisfaction.

Skills

Leadership

Customer Service

Communication

Remote Work

English

Tools

Zendesk

Aircall

CRM tools

Job description

Role overview

Lead day-to-day support quality while handling complex customer issues for a project serving retirement plan customers. The role combines agent guidance, service reviews, escalations, and hands‑on assistance through phone, email, and live chat in a remote setting.

Responsibilities

• Set guidance and expectations for support agents, and monitor service levels, quality, and productivity.
• Review calls, emails, and chats; provide feedback to improve consistency and customer experience.
• Take escalated cases and give customers accurate help with account access, integrations, activations, deactivations, and technical problems.
• Explain retirement plan offerings and work with partner teams on urgent or technical cases.
• Identify process issues, document complex cases, and recommend improvements.
• Use support and CRM systems to manage cases and report on team performance and customer satisfaction.

Requirements

• Previous experience leading a customer support or contact center team.
• Strong customer service background; technical support or financial services experience is especially relevant.
• Fluent English, with excellent written and verbal communication skills.
• Strong leadership, problem‑solving, organization, and attention to detail in a fast‑paced remote environment.
• Experience with Zendesk, Aircall, or similar support and CRM tools.
• Must pass a background check.

Nice to have

• Familiarity with 401(k), IRA, or profit‑sharing plans.

Benefits and work setup

• Remote, hourly project with an expected workload of 40–50 hours per week. Coverage is scheduled within 8 a.m.–8 p.m. US Eastern Time; the stated hourly rate is $8–$11.