Customer Support L2 Project

Invisible Technologies

. Provide project requirements and guidelines to Customer Support Agents, fostering accountability and high performance.

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

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support leadership, focusing on performance monitoring, quality assurance, and process improvement. Proficient in managing escalations and guiding customers on retirement plan offerings while utilizing CRM systems for effective case management.

Highest-signal resume keywords

Customer Support LeadershipPerformance MonitoringQuality AssuranceRetirement Plan KnowledgeZendesk Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance AnalysisProcess ImprovementTechnical SupportDocumentation AccuracySLA Adherence

Soft Skills

LeadershipCommunicationInterpersonal SkillsProblem-SolvingOrganizational Skills

Tools & Technologies

ZendeskAircallCRM Systems

Industry Keywords

Customer ServiceContact CenterFinancial Services401kIRAProfit Sharing Plans

About the role

Key responsibilities & impact

Provide project requirements and guidelines to Customer Support Agents, fostering accountability and high performance.
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 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.

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.
40–50 hours per week availability.
Availability from 8am–8pm US-ET.