Tech Stack

Description

You will oversee and provide guidance to Customer Support Agents handling retirement plan inquiries via phone, email, and live chat. You'll ensure operational excellence, manage quality, and train the team to deliver exceptional customer experiences while handling escalations and advanced support.

Requirements

• Proven experience in a lead role within customer support or contact center
• Strong background in customer service, ideally technical or financial services
• Excellent leadership, communication, and interpersonal skills
• Fluency in English with excellent verbal and written communication
• Familiarity with Zendesk, Aircall, or similar CRM/support platforms

Responsibilities

• Provide requirements and guidelines to Customer Support Agents
• Monitor daily operations to ensure SLA adherence and quality standards
• Conduct quality reviews and feedback sessions
• Handle advanced-level support and escalations
• Collaborate with client teams to resolve high-priority cases