Senior Support Lead (Remote) - Mentorship & Escalations

TalentPop App; Philippines; On-site; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Health and dental coverage

Holiday bonuses and incentives

Paid time off

Career growth and leadership paths

Job summary

TalentPop App is seeking a Lead Agent to spearhead senior-level customer support across email, live chat, social media, and phone. This permanent, 100% remote role is based in the Philippines, with the team spread globally.

The role involves mentoring new agents, leading coaching sessions via Zoom, and helping build the knowledge base to empower the team. Strong English, BPO/e-commerce background, and platform experience are essential.

Qualifications

• 3-5 years of customer service experience
• Already worked as an SME, Senior Agent, or informal Team Lead
• 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

Responsibilities

• Handle 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

Skills

Customer service

Mentoring coaching

Multichannel support

English proficiency

Problem solving

Organizational skills

Tools

Gorgias

Zendesk

Shopify

Re:amaze

Freshdesk

HubSpot

Job description

TalentPop App is seeking a Lead Agent to spearhead senior-level customer support across email, live chat, social media, and phone. This permanent, 100% remote role is based in the Philippines, with the team spread globally.

The role involves mentoring new agents, leading coaching sessions via Zoom, and helping build the knowledge base to empower the team. Strong English, BPO/e-commerce background, and platform experience are essential.