Customer Support L2 Project
hace 1 día
Customer Support L2 Project - Freelance Project Chile Remote About the Role Join a dynamic project supporting cutting‑edge AI‑driven technology in the financial services industry. As the Customer Support L2, you will oversee Customer Support Agents helping clients manage and optimize their retirement plans. You’ll be responsible for ensuring operational excellence, maintaining service quality, and training the team to deliver exceptional customer experiences. Job Overview We are seeking a highly motivated and experienced Customer Support L2, fluent in English. This role involves both hands‑on support and project oversight responsibilities. You will provide guidance to customer assistance agents via phone, email, and live chat — with a focus on retirement plan support, account integrations, activations/deactivations, and technical troubleshooting. The ideal candidate has prior experience leading in a contact center or customer service environment, with a strong focus on quality management and continuous improvement. Key Responsibilities Provide project requirements and guidelines to Customer Support Agents, fostering a culture of 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 support enhanced support services. Quality and Process Management Review interactions (calls, emails, chats) to assess and improve quality and consistency of customer service. Identify process inefficiencies and advise stakeholders to drive improvements. Ensure accurate documentation and escalation of complex issues. Customer Support Provide advanced‑level support and handle escalations from other Agents. Deliver accurate and timely guidance to customers on retirement plan offerings (401k, IRA, Profit Sharing Plans). Collaborate closely with client teams to resolve high‑priority or technical cases. Systems and Reporting Utilize Zendesk, Aircall, and internal CRM systems for performance tracking and case management. Generate and analyze reports on team performance and customer satisfaction metrics. Qualifications Required 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. Preferred Experience with retirement plans (401k, IRA, Profit Sharing Plans). Hours 40–50 hours per week 8am–8pm US‑ET Compensation Type: Hourly Rate: $8–$11/hour #J-18808-Ljbffr
-
Remote L2 Customer Support Lead
hace 1 día
Chile Invisible Agency A tiempo completoA remote service provider is seeking a Customer Support L2 Project lead fluent in English. This role entails overseeing Customer Support Agents, ensuring high-quality customer service for retirement plans, and utilizing tools like Zendesk and Aircall. Candidates must have experience in customer support leadership, strong communication skills, and a...
-
L2 Application Support Analyst
hace 2 semanas
Santiago de Chile Prodapt A tiempo completo**Overview**: L2 Application Support Analyst **Responsibilities**: **Requirements**: Salesforce CRM; Telecom Support; Application Production Support; Data Structures
-
Customer Support Representative
hace 2 semanas
, , Chile Motion A tiempo completoAbout Motion Given the speed of AI advancement, we operate under two assumptions about the future of work: 1. AI will do 100x more work over the next decade 2. Humans will always be needed for oversight, strategy, and the toughest decisions To manage this future, there must be a system that lets a single human manage 100x more work, done by both AI and...
-
Customer Support Specialist
hace 2 semanas
Santiago de Chile Tribal Credit A tiempo completo**Overview** Are you ready to join an agile, diverse, and global team of innovators and disruptors in redefining the B2B payment space for startups and SMEs in emerging markets? Tribal Credit is built for companies looking for a better way to pay business expenses and optimize their financial management. We provide modern payment methods like multi-currency...
-
Customer Support Specialist
hace 1 semana
Santiago de Chile HITACHI ENERGY CHILE S.A. A tiempo completo**Description** **The Opportunity** To strengthen our customer support team, we are looking for an electrical engineer who will provide seamless tier 1 support to our customers and the global HAPG network. Due to the technical complexity and essential character of our equipment within our customers' businesses, good know-how of customer service is...
-
Customer Support Specialist
hace 1 semana
Santiago de Chile Hitachi A tiempo completo**Location**: Remote - Region Metropolitana de Santiago, Chile **Job ID**: R0107327 **Date Posted**: 2025-10-20 **Company Name**: HITACHI ENERGY CHILE S.A. **Profession (Job Category)**: Communications & Corporate Affairs **Job Schedule**: Full time **Remote**: Yes **The Opportunity** To strengthen our customer support team, we are looking for an...
-
Project Support Services Manager
hace 1 semana
Santiago de Chile Signant Health A tiempo completo**JOB TITLE**: Project Support Services Manager **REPORTS TO TITLE**: Associate Director / Director / Sr Director - Support Services **BUSINESS FUNCTION/ SUB-FUNCTION**: GSS / UP - GSS - Project Support Services **LOCATION**: EU based/US based/India/Remote **FLSA STATUS (exempt or non-exempt)**: Exempt ROLE PURPOSE The role of the Project Support Services...
-
Assoc. Ii, Customer Support
hace 2 días
Santiago de Chile MSD A tiempo completoEjecutivo Técnico Swine **Required Skills**: Accountability, Client Side Scripting, Customer Experience Management, Customer Service, Customer-Support, Help Desk Services, Installation Support, Operating Systems Internals, Order Processing, Preventive Maintenance, Problem Resolution, Product Sales Training, Quote to Cash, Radio-Frequency Identification...
-
(fluent German
hace 2 semanas
, Región Metropolitana de Santiago, Chile SupportYourApp A tiempo completoOverview (fluent German & English) Customer Support Consultant (Remote) Join our team as a Customer Support Consultant in a multicultural and multilingual environment while enjoying your home office. Be part of a world-leading SaaS, software, or hardware solutions provider. What you will do Provide exceptional customer support via emails and calls Document...
-
Customer Support Specialist
hace 1 semana
Santiago de Chile Frontapp A tiempo completoLocation - Santiago, Chile Employment Type - Full time Location Type - Remote Department - Customer Support Front is the leading AI-powered customer service platform built for collaboration. Front brings core support channels into a modern, intuitive workspace where teams can collaborate on requests, automate manual processes, and delight customers...
