Customer Support L2 Project - Freelance Project

JamaicaPosted 26 days ago

Role Overview

Agency is hiring a entry-level Customer Support L2 Project - Freelance Project. This is a contract role in Jamaica. posted 3 weeks ago. Full responsibilities, required qualifications, and the apply link are listed in the description below.

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ZendeskORCase ManagementCompensationCustomerSupportEnglishRemote

Job description

Customer Support L2: English

Remote

About the Role

Join a dynamic project supporting cutting-edge AI-driven technology in the financial services industry. As the Customer Support L2, you will oversee Customer Support Agents helping clients manage and optimize their retirement plans. You’ll be responsible for ensuring operational excellence, maintaining service quality, and training the team to deliver exceptional customer experiences.

Job Overview

We are seeking a highly motivated and experienced Customer Support L2, fluent in English. This role involves both hands-on support and project oversight responsibilities. 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.

Key Responsibilities

Team Leadership

Provide project requirements and guidelines to Customer Support Agents, fostering a culture of accountability and high performance.
Monitor daily operations to ensure adherence to SLAs, quality standards, and productivity goals.
Conduct regular quality reviews and feedback sessions to support enhanced support services.

Quality and Process Management

Review interactions (calls, emails, chats) to assess and improve quality and consistency of customer service.
Identify process inefficiencies and advise stakeholders to drive improvements.
Ensure accurate documentation and escalation of complex issues.

Customer Support

Provide advanced-level support and handle escalations from other Agents.

Deliver accurate and timely guidance to customers on retirement plan offerings (401k, IRA, Profit Sharing Plans).
Collaborate closely with client teams to resolve high-priority or technical cases.

Systems and Reporting

Utilize Zendesk, Aircall, and internal CRM systems for performance tracking and case management.
Generate and analyze reports on team performance and customer satisfaction metrics.

Qualifications

Required:

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.
Excellent leadership, communication, and interpersonal skills.
Fluency in English with excellent verbal and written communication skills.
Strong problem-solving and organizational skills in a fast-paced, remote environment.
Familiarity with Zendesk, Aircall, or similar CRM/support platforms.
High attention to detail and commitment to quality service delivery.
Must pass a background check.

Preferred:

Experience with retirement plans (401k, IRA, Profit Sharing Plans).

Hours

40–50 hours per week
8am–8pm US-ET

Compensation

Type: Hourly

Rate: $8–$11/hour

About Agency

Agency

agency.ai

On-site

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Frequently Asked Questions

How do I apply for the Customer Support L2 Project - Freelance Project position at Agency?

Use the Apply button above to submit your application directly to Agency. Most applications take less than 5 minutes if your resume and contact details are ready, and you'll be routed to the employer's official application system to finish.

Where is the Customer Support L2 Project - Freelance Project position at Agency located?

This position is based in Jamaica. Agency has not indicated remote or hybrid options for this role, so candidates should plan for on-site work.

What does a Customer Support L2 Project - Freelance Project at Agency earn?

Agency has not disclosed a salary range in this posting. Many employers share specifics later in the interview process; you can also ask during a recruiter screen if compensation transparency is important to you.

When was the Customer Support L2 Project - Freelance Project role at Agency posted?

This role was posted on June 26, 2026 (26 days ago). It's still listed as actively hiring; we re-confirm openings against the source system multiple times per day and remove closed roles.

Is the Customer Support L2 Project - Freelance Project role at Agency entry-level?

Yes. This is an entry-level position. Strong candidates typically have 0-2 years of relevant work experience, internships, or significant project work. Read the full description for any specific qualification requirements Agency has listed.