Tech Stack

Description

You will oversee Customer Support Agents helping clients manage retirement plans, ensuring operational excellence and service quality. You'll provide guidance via phone, email, and live chat, handling escalations and training the team.

Requirements

• Proven experience in a lead role within customer support or contact center
• Strong background in customer service, ideally in technical support or financial services
• Fluency in English with excellent 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 SLA adherence and quality standards
• Conduct quality reviews and feedback sessions
• Handle advanced-level support and escalations
• Generate and analyze reports on team performance and customer satisfaction