Customer Support L2 Project

Invisible Technologies

. Provide project requirements and guidelines to Customer Support Agents.

Posted 11/4/2026contractRemote • MalaysiaMid-LevelSenior💰 $8 - $11 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support leadership, focusing on operational excellence and service quality while guiding teams in technical support and retirement plan offerings. Proficient in performance analysis and process improvement within a fast-paced environment.

Highest-signal resume keywords

Customer Support LeadershipTechnical Support ExperienceRetirement Plans KnowledgeZendesk ProficiencyProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceQuality AssurancePerformance AnalysisProcess ImprovementDocumentationEscalation ManagementSLA MonitoringTeam TrainingTechnical Case ManagementOperational Excellence

Soft Skills

LeadershipCommunicationInterpersonal SkillsOrganizational SkillsAttention to Detail

Tools & Technologies

ZendeskAircallCRM Systems

Industry Keywords

Contact CenterFinancial Services401kIRAProfit Sharing Plans

About the role

Key responsibilities & impact

Provide project requirements and guidelines to Customer Support Agents.
Monitor daily operations for SLA adherence, quality standards, and productivity goals.
Conduct quality reviews and feedback sessions.
Review calls, emails, and chats for 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 plan offerings, 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.
Oversee Customer Support Agents and support operational excellence, service quality, and team training.

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.