Tech Stack

Description

You will lead a remote support team for an AI-driven financial services project, handling escalations, training agents, and ensuring quality service for retirement plan clients. You'll use Zendesk and Aircall to manage operations and improve processes.

Requirements

• Proven experience in a lead role within customer support or contact center.
• Strong background in customer service, ideally in technical or financial services.
• Excellent leadership, communication, and problem-solving skills.
• Familiarity with Zendesk, Aircall, or similar platforms.
• Must pass a background check.

Responsibilities

• Lead and monitor Customer Support Agents to meet SLAs and quality standards.
• Conduct quality reviews and feedback sessions to improve service.
• Handle escalated customer issues and provide advanced support.
• Use Zendesk and Aircall for case management and reporting.
• Generate and analyze team performance and satisfaction metrics.