Job Title: Lead Agent – Customer Service Support (Hybrid)
Pay Rate: Starting at $17/hour
Employment Type: Independent Contractor
Location: Hybrid (Remote & In-Office – Houston Texas, Beaumont Texas)

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Position Summary

We are looking for a dependable, high-performing Lead Agent to join our growing team! This is a hybrid position that requires you to work both from home and in the office based on scheduled needs. As a Lead Agent, you will perform the regular duties of a customer service representative — whether supporting Roadside Assistance, Banking Support, Medical Services, Retail Support, or another client program — while also serving as the go-to contact and assistant leader for a team of agents.

In this dual role, you’ll assist customers while also helping fellow agents navigate their day-to-day responsibilities, offer guidance, and support operational success. If you're a reliable communicator who enjoys leadership and working in a blended environment, this is the ideal opportunity for you.

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Work Location & Schedule

This position is hybrid, meaning:

• You will work part of your time remotely from home using your personal or assigned work-from-home equipment.

• You will be required to report on-site at our local office for meetings, training sessions, or scheduled in-office support shifts.

• Exact in-office & Remote scheduling will vary based on business needs and team requirements, with advance notice provided.

 

Key Responsibilities

Customer Service Duties (Agent Role)

• Handle incoming or outgoing calls, chats, or emails for your assigned service line (e.g., roadside, banking, healthcare, etc.).

• Troubleshoot issues, answer questions, and process requests while maintaining a professional, customer-first attitude.

• Adhere to all performance metrics, including quality assurance, response time, and client-specific compliance standards.

• Accurately document interactions and follow up as needed.

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Lead Agent Duties (Team Support Role)

• Act as the first point of contact for fellow agents when they need assistance, guidance, or support during their shift.

• Answer questions, clarify procedures, and ensure agents understand and meet client expectations.

• Provide onboarding support for new hires and promote a positive team culture.

• Monitor team communication tools to ensure timely and accurate responses.

• Escalate concerns, patterns, or critical issues to the supervisor or management team.

• Assist with administrative tasks such as reporting attendance, noting recurring agent issues, or distributing updates.

• Offer peer-level coaching and reinforce best practices across the team.

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Compensation & Growth

• Starting Pay: $17/hour

• Guaranteed Pay Increases: Pay raises are built in at scheduled milestones (e.g., after 90 days and every 6 months), based on performance.

• Bonus Opportunities: Eligibility for monthly or quarterly bonuses tied to team support, service quality, or client initiatives.

• Growth Path: Lead Agents may be considered for advanced leadership roles such as Supervisor, Trainer, or Quality Coach.

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Required Qualifications

• At least 6 months of prior customer service experience (call center or remote experience preferred).

• Must have reliable transportation for on-site workdays.

• Strong communication, time management, and multitasking skills.

• Tech-savvy with the ability to navigate multiple platforms, internal systems, and communication tools (e.g., CRM software, Slack, Zoom).

• Must be self-motivated, professional, and a dependable team player.

• Based in the U.S. and legally authorized to work as an independent contractor.

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Preferred Qualifications

• Prior experience as a mentor, floor support agent, or team lead is a plus.

• Experience working in multiple client programs or service lines.

• Bilingual (English/Spanish or English/French) is a bonus but not required.

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Why Join Us?

✅ Hybrid flexibility – split your time between home and our local office
✅ Build leadership experience in a supportive team environment
✅ Competitive pay with guaranteed raises and potential bonuses
✅ Opportunities for growth and advancement
✅ Be part of a positive, agent-first culture

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