Tech Stack

Description

You will oversee Customer Support Agents helping clients manage and optimize their retirement plans. You'll ensure operational excellence, maintain service quality, and train the team to deliver exceptional customer experiences.

Requirements

• 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
• Fluency in English with excellent verbal and written communication skills
• Familiarity with Zendesk, Aircall, or similar CRM/support platforms
• Must pass a background check

Responsibilities

• Provide project requirements and guidelines to Customer Support Agents
• Monitor daily operations to ensure adherence to SLAs, quality standards, and productivity goals
• Review interactions (calls, emails, chats) to assess and improve quality and consistency of customer service
• Provide advanced-level support and handle escalations from other Agents
• Utilize Zendesk, Aircall, and internal CRM systems for performance tracking and case management