Customer Support L2 Project

Job not on LinkedIn

🔥 5 hours ago

🇲🇾 Malaysia – Remote

💵 $8 - $11 / hour

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Invisible Technologies

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 $100M Series unknown on 2025-10

Consulting • Healthcare • Logistics

Invisible Technologies is an enterprise AI platform and services company that builds and deploys production-grade AI systems for large organizations. They combine a modular SaaS platform (data platform, process builder, agents, evaluations) with an expert human marketplace to train models, automate complex back-office workflows, power contact centers, provide computer vision and demand-forecasting solutions, and ensure ongoing evaluation and governance. Invisible works across sectors (finance, healthcare, public sector, sports, retail) to integrate AI into real operational systems and scale outcomes.

📋 Description

• Provide project requirements and guidelines to Customer Support Agents. • Monitor daily operations for SLA adherence, quality standards, and productivity goals. • Conduct quality reviews and feedback sessions. • Review calls, emails, and chats for service quality and consistency. • Identify process inefficiencies and advise stakeholders on improvements. • Ensure accurate documentation and escalation of complex issues. • Provide advanced-level support and handle agent escalations. • Guide customers on retirement plan offerings, including 401k, IRA, and Profit Sharing Plans. • Collaborate with client teams on high-priority or technical cases. • Use Zendesk, Aircall, and internal CRM systems for case management and performance tracking. • Generate and analyze team performance and customer satisfaction reports. • Oversee Customer Support Agents and support operational excellence, service quality, and team training.

🎯 Requirements

• 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. • Experience with retirement plans (401k, IRA, Profit Sharing Plans) preferred. • Availability for 40–50 hours per week, 8am–8pm US-ET.

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