Customer Support L2 Project

About the Role

This enterprise AI firm creates and manages production-ready AI solutions for major organizations. By merging a flexible software platform with a professional human network, the business develops models, streamlines complicated administrative tasks, supports customer contact hubs, and manages long-term AI governance for industries like retail, finance, and healthcare. This Level 2 Customer Support Project position focuses on managing operations in a dynamic, remote setting to uphold rigorous service benchmarks and promote operational efficiency. As an L2 lead, you are vital to fostering agent success, refining workflows, and working alongside client partners to address high-priority or technical matters. You will bridge the gap between AI deployment and human knowledge, offering sophisticated guidance and support to users.

Requirements

• You should have a demonstrated track record in a lead position within a contact center or customer support setting, ideally with experience in technical support or the financial sector.
• You must show strong leadership, communication, and interpersonal capabilities, alongside professional-level proficiency in written and spoken English.
• You need to exhibit sharp organizational and analytical skills while operating in a remote work environment.
• Technical competency using support tools and CRMs like Aircall and Zendesk is mandatory.
• You must maintain a focus on detail and a dedication to high-quality service, and you must be eligible to clear a background check.
• Experience regarding 401k, Profit Sharing Plans, and IRA retirement structures is highly preferred.
• You must have the availability to work between 40 and 50 hours weekly during the 8:00 AM to 8:00 PM US-ET time window.

Responsibilities

• You will communicate project directives and instructions to support staff while supervising day-to-day work to verify compliance with productivity, quality, and SLA requirements.
• You will perform quality assessments, facilitate debriefs, and carry out regular audits of written and verbal interactions to elevate service excellence.
• A primary aspect of your work is detecting workflow bottlenecks and recommending practical enhancements to key stakeholders.
• You will manage escalated tickets, offer high-level assistance, and maintain precise records of intricate support cases.
• You will instruct customers on diverse retirement programs, partner with client associates on technical troubleshooting, and use tools including Zendesk, Aircall, and internal CRM databases to oversee cases and monitor metrics.
• You will produce and interpret data reports concerning team output and client happiness.