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Customer Support L2 Job Opening In Colombia, Colombia – Now Hiring Invisible Expert Marketplace


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

Required Skill Profession

Other General


  • Job Details

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Unlock Your Customer Support Potential: Insight & Career Growth Guide


Real-time Customer Support Jobs Trends (Graphical Representation)

Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph here. Uncover the dynamic job market trends for Customer Support in Colombia, Colombia, highlighting market share and opportunities for professionals in Customer Support roles.

16773 Jobs in Colombia
16773
451 Jobs in Colombia
451
Download Customer Support Jobs Trends in Colombia and Colombia

Are You Looking for Customer Support L2 Job?

Great news! is currently hiring and seeking a Customer Support L2 to join their team. Feel free to download the job details.

Wait no longer! Are you also interested in exploring similar jobs? Search now: .

The Work Culture

An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Invisible Expert Marketplace adheres to the cultural norms as outlined by Expertini.

The fundamental ethical values are:

1. Independence

2. Loyalty

3. Impartiapty

4. Integrity

5. Accountabipty

6. Respect for human rights

7. Obeying Colombia laws and regulations

What Is the Average Salary Range for Customer Support L2 Positions?

The average salary range for a varies, but the pay scale is rated "Standard" in Colombia. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.

What Are the Key Qualifications for Customer Support L2?

Key qualifications for Customer Support L2 typically include Other General and a list of qualifications and expertise as mentioned in the job specification. The generic skills are mostly outlined by the . Be sure to check the specific job listing for detailed requirements and qualifications.

How Can I Improve My Chances of Getting Hired for Customer Support L2?

To improve your chances of getting hired for Customer Support L2, consider enhancing your skills. Check your CV/Résumé Score with our free Tool. We have an in-built Resume Scoring tool that gives you the matching score for each job based on your CV/Résumé once it is uploaded. This can help you align your CV/Résumé according to the job requirements and enhance your skills if needed.

Interview Tips for Customer Support L2 Job Success

Invisible Expert Marketplace interview tips for Customer Support L2

Here are some tips to help you prepare for and ace your Customer Support L2 job interview:

Before the Interview:

Research: Learn about the Invisible Expert Marketplace's mission, values, products, and the specific job requirements and get further information about

Other Openings

Practice: Prepare answers to common interview questions and rehearse using the STAR method (Situation, Task, Action, Result) to showcase your skills and experiences.

Dress Professionally: Choose attire appropriate for the company culture.

Prepare Questions: Show your interest by having thoughtful questions for the interviewer.

Plan Your Commute: Allow ample time to arrive on time and avoid feeling rushed.

During the Interview:

Be Punctual: Arrive on time to demonstrate professionalism and respect.

Make a Great First Impression: Greet the interviewer with a handshake, smile, and eye contact.

Confidence and Enthusiasm: Project a positive attitude and show your genuine interest in the opportunity.

Answer Thoughtfully: Listen carefully, take a moment to formulate clear and concise responses. Highlight relevant skills and experiences using the STAR method.

Ask Prepared Questions: Demonstrate curiosity and engagement with the role and company.

Follow Up: Send a thank-you email to the interviewer within 24 hours.

Additional Tips:

Be Yourself: Let your personality shine through while maintaining professionalism.

Be Honest: Don't exaggerate your skills or experience.

Be Positive: Focus on your strengths and accomplishments.

Body Language: Maintain good posture, avoid fidgeting, and make eye contact.

Turn Off Phone: Avoid distractions during the interview.

Final Thought:

To prepare for your Customer Support L2 interview at Invisible Expert Marketplace, research the company, understand the job requirements, and practice common interview questions.

Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the Invisible Expert Marketplace's products or services and be prepared to discuss how you can contribute to their success.

By following these tips, you can increase your chances of making a positive impression and landing the job!

How to Set Up Job Alerts for Customer Support L2 Positions

Setting up job alerts for Customer Support L2 is easy with Colombia Jobs Expertini. Simply visit our job alerts page here, enter your preferred job title and location, and choose how often you want to receive notifications. You'll get the latest job openings sent directly to your email for FREE!