Customer Support L2 (Fintech)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
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, team leadership, and operational excellence. Focus on resolving high-priority cases, optimizing support workflows, and ensuring adherence to SLAs within a fast-paced remote environment.
Location: Must be based in Colombia. Hours: 40–50 hours per week, 8am–8pm US-ET.
Compensation: $8–$11/hour
Company
is a service provider supporting AI-driven technology solutions within the financial services sector.
What you will do
- Provide project requirements and guidelines to support agents to foster 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 service delivery.
- Review interactions across phone, email, and chat to assess and improve service consistency.
- Handle advanced-level support and escalations while resolving high-priority technical cases.
- Generate and analyze performance reports using Zendesk, Aircall, and internal CRM systems.
Requirements
- Proven experience in a lead role within a customer support or contact center environment.
- Fluency in English with excellent verbal and written communication skills.
- Strong background in customer service, ideally in technical support or financial services.
- Familiarity with Zendesk, Aircall, or similar CRM/support platforms.
- Must pass a background check.
- Ability to work in a fast-paced, remote environment with high attention to detail.
Nice to have
- Experience with retirement plans such as 401k, IRA, or Profit Sharing Plans.
Culture & Benefits
- Opportunity to work on a project supporting cutting-edge AI-driven technology.
- Collaborative environment working closely with client teams.
- Focus on continuous improvement and professional development in quality management.
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