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Customer Support L2 Project
Invisible Technologies. Provide project requirements and guidelines to Customer Support Agents.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support leadership, focusing on quality assurance, process improvement, and advanced-level support for retirement plans. Proficient in utilizing CRM systems for performance tracking and enhancing customer satisfaction.
Highest-signal resume keywords
Customer Support LeadershipQuality AssuranceRetirement Plans ExpertiseZendesk ProficiencyProblem-Solving Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer ServiceTechnical SupportPerformance AnalysisProcess ImprovementDocumentationSLA MonitoringQuality ReviewsEscalation ManagementCase ManagementOrganizational Skills
Soft Skills
LeadershipCommunicationInterpersonal SkillsAttention to DetailProblem-Solving
Tools & Technologies
ZendeskAircallCRM Systems
Industry Keywords
Financial ServicesRetirement Plans401kIRAProfit Sharing Plans
About the role
Key responsibilities & impact- Provide project requirements and guidelines to Customer Support Agents.
- Monitor daily operations for SLA, quality, and productivity adherence.
- Conduct quality reviews and feedback sessions.
- Review calls, emails, and chats to improve service quality and consistency.
- Identify process inefficiencies and advise stakeholders on improvements.
- Ensure accurate documentation and escalation of complex issues.
- Provide advanced-level support and handle agent escalations.
- Guide customers on retirement plans, including 401k, IRA, and Profit Sharing Plans.
- Collaborate with client teams on high-priority or technical cases.
- Use Zendesk, Aircall, and internal CRM systems for case management and performance tracking.
- Generate and analyze team performance and customer satisfaction reports.
Requirements
What you’ll need- Proven experience in a lead role within a customer support or contact center environment.
- Strong background in customer service, ideally in technical support or financial services.
- Excellent leadership, communication, and interpersonal skills.
- Fluency in English with excellent verbal and written communication skills.
- Strong problem-solving and organizational skills in a fast-paced, remote environment.
- Familiarity with Zendesk, Aircall, or similar CRM/support platforms.
- High attention to detail and commitment to quality service delivery.
- Must pass a background check.
- Experience with retirement plans (401k, IRA, Profit Sharing Plans) preferred.
- Availability for 40–50 hours per week, 8am–8pm US-ET.