Lead Agent (Remote)
Every support team has that one person — the one newer agents quietly go to when they're stuck, the one who steps in without being asked when things get busy, the one whose Zendesk tickets never come back with follow-up questions. If that's already you at your current job, it's time that got an actual title and the pay to match.
At TalentPop App, we're building our own support team, and we need a Lead Agent to be exactly that person — someone senior enough to handle the hard conversations, and generous enough to help the newer folks get there too.
This is a genuinely permanent, 100% remote role. No office, no commute, no return-to-office plans down the line.
Location: 100% remote, permanently — based in the Philippines
What the role actually looks like:
- Handling customer support across email, live chat, social media, and phone — the same channels, just at a senior level
- Stepping in to cover when teammates are out or transitioning, without missing a beat
- Mentoring new Customer Support Agents through onboarding, so they don't have to figure it out alone
- Running 1-on-1 and group coaching sessions over Zoom
- Helping build and maintain the documentation and knowledge base the rest of the team relies on
- Spotting where someone's struggling and recommending the training or resources that actually help
You'll be a strong fit if you have:
- 3–5 years of customer service experience, ideally in a BPO or e-commerce environment
- Already worked as an SME, Senior Agent, or informal Team Lead — officially or not
- Hands-on experience with platforms like Gorgias, Shopify, Zendesk, Re:amaze, Freshdesk, or HubSpot
- Strong written and verbal English
- Sharp organizational and problem-solving instincts
- A genuine interest in coaching and helping others get better, not just doing your own job well
Requirements
- 3+ years of customer service experience
- BPO, e-commerce, or remote customer support background
- Hands-on experience with at least one major helpdesk platform
- A personal PC or laptop with at least an Intel i5 processor (or equivalent) and 8GB RAM
- Reliable internet with a minimum of 25 Mbps download and upload speed
What you get for it:
- A genuinely permanent work-from-home setup — no return-to-office plans, ever
- Health and dental coverage
- Holiday bonuses and performance incentives
- Paid time off
- Real career growth and leadership opportunities, not just a title bump
If you're already doing this work informally and just haven't been recognized for it yet, we want to change that.
When prompted for an application code, use: LA26