Customer Support L2 Project – Freelance Project
$8–11/hr
Remote project contract with Invisible, $8–11/hr, open to people in Colombia, Malaysia, Philippines and 1 more countries. Posted Oct 22, 2025.
$8–11/hr
Apply on InvisibleThis post is over a year old. It was still on Invisible's site on Nov 6, 2026, so it is listed here, but it may be a standing pool rather than a project starting now. Expect a wait after you apply.
Is this job worth applying to?
- Pay
- Below typicalTops out at $11/hr. The typical top rate across 1,713 priced listings is $70/hr.
- Getting in
- Some screeningVaries; several days to weeks. Expertise or language fluency matching a listed project.
- Steady work
- Work is patchyHours can be very low.
- Payout record
- Pays on timeSchedule: varies by project. Payment method not published.
- Freshness
- Over a year oldPosted over a year ago. Still listed on Invisible on Nov 6, 2026.
- Where you live
- Named countries onlyOpen in Colombia, Malaysia, Philippines, Chile.
The 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
How do you apply to Invisible?
Apply on Invisible
The Apply button opens this post on Invisible's own site. You apply with them, not with Rubric. Timing: varies; several days to weeks.
Get through screening
What Invisible asks for after you apply:
- Browse open projects on Meridial
- Join the network and complete your profile, including country
- Take the skills assessment or interview for the project
- Wait to be matched and onboarded to a project team
Start work and get paid
Pay schedule: varies by project. Ask how they pay you, too. You're paid for the work they hand out, not a fixed salary.
Invisible also needs
- Expertise or language fluency matching a listed project
- Reliable internet
Red flags
- Red flagClients or projects disappearing for months with no update
- Red flagSudden project cancellations
What is Invisible like to work for?
AI training and operations company that hires freelance AI trainers through its Meridial expert network, mostly onto team-based projects.
| Advertised pay | $6–65/hr |
|---|---|
| Getting in | Some screening |
| Application takes | Varies; several days to weeks |
| How you get paid | Varies by project |
| Payout record | Pays on time |
| Countries | Each listing names the countries it accepts, some covering about 145 countries. Invisible has posted India-only roles (coding, Telugu, Tamil, Marathi, Hindi), with pay adjusted by location. |
Listings show $6–65/hr and the rate depends on your country; many entry projects pay around $15–25/hr.
