Customer Support L2 (Fintech)

TL;DR

Customer Support L2 (Fintech): Overseeing customer support agents and managing complex technical escalations for AI-driven retirement planning services with an accent on quality assurance, SLA adherence, and team leadership. Focus on resolving high-priority cases, optimizing support processes, and ensuring exceptional service delivery within a fast-paced remote environment.

Location: Must be based in Malaysia. The role requires availability during 8am–8pm US-ET.

Compensation: $8–$11/hour (approx. $1,280–$1,760/month based on 40-50 hours/week).

Company

hirify.global is a service provider supporting AI-driven technology solutions within the financial services sector.

What you will do

• Provide project requirements and guidance to support agents to ensure high performance.
• Monitor daily operations to ensure adherence to SLAs and productivity goals.
• Conduct quality reviews of calls, emails, and chats to maintain service standards.
• Handle advanced-level support and escalations from other agents.
• Provide expert guidance on retirement plans including 401k, IRA, and Profit Sharing.
• Analyze team performance metrics and generate reports using CRM systems.

Requirements

• Must be based in Malaysia.
• Fluency in English with excellent verbal and written communication skills.
• Proven experience in a lead role within a customer support or contact center environment.
• Strong background in technical support or financial services.
• Familiarity with Zendesk, Aircall, or similar CRM platforms.
• Must pass a background check.
• Availability to work 40–50 hours per week during 8am–8pm US-ET.

Nice to have

• Experience with retirement plans such as 401k, IRA, or Profit Sharing Plans.

Culture & Benefits

• Fully remote work environment.
• Opportunity to work with cutting-edge AI-driven financial technology.
• Focus on continuous improvement and professional development in quality management.