Customer Support L2 Project - Freelance Project

Agency

Malaysia, Malaysia
Hourly: $8–$11ph
On-site
Customer support l2
English fluency
Zendesk, aircall, crm systems
This freelance Customer Support L2 role focuses on overseeing a team of support agents in the financial services industry, specifically in managing retirement plans. Candidates should have experience in a customer support lead role, with a strong emphasis on quality management and technical troubleshooting

Job Summary

  • As the Customer Support L2, you will oversee Customer Support Agents helping clients manage and optimize their retirement plans.
  • You will provide guidance to customer assistance agents via phone, email, and live chat — with a focus on retirement plan support, account integrations, activations/deactivations, and technical troubleshooting.
  • The ideal candidate has prior experience leading in a contact center or customer service environment, with a strong focus on quality management and continuous improvement.

Matching Summary

Match Score: 85

This freelance Customer Support L2 role focuses on overseeing a team of support agents in the financial services industry, specifically in managing retirement plans. Candidates should have experience in a customer support lead role, with a strong emphasis on quality management and technical troubleshooting.

Salary

Hourly: $8–$11/hour

Skills & Requirements

Must-have

  • Customer Support L2
  • English fluency
  • Zendesk, Aircall, CRM systems
  • Retirement plan support
  • Technical troubleshooting
  • Quality management

Nice-to-have

  • AI-driven technology
  • Continuous improvement focus
  • Leading customer service environment

Key Requirements

  • Proven experience in a lead role
  • Strong background in customer service
  • Excellent leadership, communication, interpersonal skills
  • Fluency in English
  • Strong problem-solving and organizational skills
  • Familiarity with Zendesk, Aircall, or similar platforms
  • High attention to detail
  • Must pass a background check

Work Rights

Not specified

Tailored Resume

Cover Letter