Job Description
About Us: Outsourced is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.
Role Overview The Agent Experience Lead plays a central role in supporting the day-to-day experience of agents. This position acts as the primary point of contact for agents across onboarding, platform support, compliance, rewards, and general operational queries.
The role combines elements of L1/L2 support across HR, IT, and payroll functions within a fully remote environment. You will work cross-functionally with Operations, IT, Compliance, and Reward teams to resolve issues, ensure timely escalations, and maintain a consistent and reliable support experience.
In addition to support responsibilities, you will contribute to onboarding and experience design, including content creation, LMS development, and continuous improvement of agent-facing processes.
Key Responsibilities 1. Agent Support - Serve as the primary support contact for agents
- Handle queries related to onboarding, platform, compliance, rewards, and general concerns
- Triage and manage support tickets, ensuring ownership through to resolution
- Resolve common issues independently and escalate when necessary
- Support agents through key lifecycle stages, including onboarding and go-live
- Identify recurring issues and trends, providing insights to internal teams
2. Cross-Functional Coordination - Collaborate with Operations, IT, Compliance, and Reward teams to resolve agent concerns
- Ensure clear and effective communication between agents and stakeholders
- Support internal teams with agent-related escalations
- Maintain structured support processes and documentation
3. Onboarding & Experience - Support onboarding activities to ensure a smooth and consistent agent experience
- Contribute to the creation and maintenance of onboarding materials and LMS content
- Enhance self-service resources to reduce reliance on manual support
- Help design and improve the end-to-end agent journey
4. Continuous Improvement - Identify process gaps and recommend practical solutions
- Use support data and agent feedback to drive improvements
- Contribute to scalable support and onboarding strategies
Qualifications & Requirements - Experience in support, training, operations, onboarding, or coordination roles (BPO or freelance environment preferred)
- Strong written and verbal communication skills
- Ability to manage multiple queries across varying priorities
- Highly organized with strong attention to detail
- Proactive with a strong sense of ownership and accountability
- Comfortable working independently in a remote/distributed team
- Ability to present insights and recommendations to stakeholders
- Familiarity with ticketing systems, LMS platforms, or similar tools is an advantage
Work Schedule: 4PM - 1AM PHT
Work Setup: Home-based
Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.
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By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.
