TalentPop App is looking for an experienced Lead Agent to provide senior-level customer support, mentor team members, and support day-to-day operations across our e-commerce client accounts.
Location: Fully remote, open to candidates in the Philippines, South Africa, and Jamaica.
Application Code: LA26
(Please include this code when prompted during your application.)
What You’ll Do
- Provide customer support across email, live chat, social media, and phone.
- Provide coverage when team members are absent or transitioning.
- Mentor and support new Customer Support Agents during onboarding.
- Conduct 1-on-1 and group coaching sessions via Zoom.
- Help create and maintain customer service documentation and knowledge bases.
- Identify performance gaps and recommend additional training or resources.
Qualifications
- 3–5 years of customer service experience, preferably in a BPO or e-commerce environment.
- Previous experience as an SME, Senior Agent, or Team Lead support.
- Experience with e-commerce platforms and helpdesks such as Gorgias, Shopify, Zendesk, Re:amaze, Freshdesk, or HubSpot.
- Strong written and verbal English communication skills.
- Strong organizational and problem-solving skills.
- Self-starter who enjoys coaching and supporting others.
Requirements
- 3+ years of customer service experience.
- BPO, e-commerce, or remote customer support experience.
- Hands-on experience with at least one major customer service/helpdesk platform.
- Strong written and verbal English communication skills.
- Personal PC/laptop with at least Intel i5 or equivalent, 8GB RAM.
- Reliable internet with at least 25 Mbps download and upload speed.
Perks & Benefits
- Permanent work-from-home setup
- Health and dental coverage
- Holiday bonuses and performance incentives
- Paid time off
- Career growth and leadership opportunities
Join TalentPop App!
If you have strong customer support experience and enjoy mentoring others and taking on a leadership role, we’d love to hear from you. Apply today and take the next step with TalentPop!
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