Customer Support L2 (Fintech)

TL;DR

Customer Support L2 (Fintech): Overseeing Customer Support Agents in the financial services industry with an accent on retirement plan optimization and service quality. Focus on team leadership, quality management, and resolving complex technical escalations.

Location: Remote (Philippines)

Salary: $8–$11/hour

Company

AI-driven technology support agency specializing in the financial services industry.

What you will do

• Provide project requirements and guidelines to agents to foster a culture of accountability and high performance.
• Monitor daily operations to ensure adherence to SLAs, quality standards, and productivity goals.
• Conduct regular quality reviews and feedback sessions to enhance support services.
• Handle advanced support escalations and provide guidance on retirement plans (401k, IRA, Profit Sharing Plans).
• Utilize Zendesk, Aircall, and internal CRM systems for performance tracking and case management.
• Collaborate with client teams to resolve high-priority or technical cases.

Requirements

• Proven experience in a lead role within a customer support or contact center environment.
• Strong background in technical support or financial services.
• Fluency in English with excellent verbal and written communication skills.
• Experience with Zendesk, Aircall, or similar CRM/support platforms.
• Must be based in the Philippines.
• Must pass a background check.

Nice to have

• Experience with retirement plans (401k, IRA, Profit Sharing Plans).

Culture & Benefits

• Remote work arrangement.
• Dynamic project supporting cutting-edge AI-driven technology.
• Opportunity to lead and mentor a team of support agents.
• Workload of 40–50 hours per week, aligned with US-ET hours (8am–8pm).