• Agent Onboarding Support
  
  • Welcome newly hired agents during their initial onboarding process
  • Guide agents through training, documentation, and platform access
  • Provide day-to-day support, feedback, and encouragement
• Client Onboarding Coordination
  
  • Assist the Customer Success team in collecting onboarding details needed from clients
  • Participate in calls to stay aligned with client expectations
  • Help set up client platforms and tools (e.g., Shopify, Gorgias, etc.)
• Meeting and Call Participation
  
  • Lead Onboarding Intro Calls, Prep Calls, and Shadowing Calls with agents
  • Confirm readiness for Client Live Training and Shadowing Sessions
  • Participate in Live Training to observe and guide agents
• Performance Tracking and QA
  
  • Conduct quality assessments during shadowing
  • Maintain accurate records via HubSpot
  • Evaluate and document agent progress through each onboarding phase
• Collaboration and Handoff
  
  • Collaborate with Team Leads on agent readiness
  • Complete handoff when the agent is cleared and confident
  • Build and maintain the agent's resource file with support from the Team Lead

• Excellent verbal and written communication skills, particularly via Gmail and Slack
• Excellent organizational and time management skills, with the ability to prioritize tasks effectively
• Exceptional coaching and feedback delivery skills
• High energy, can effectively engage with and motivate others
• Strong attention to detail, self-starter/go-getter

• 3-5 years of BPO experience in the Customer Service industry required
• 1-2 years of Customer Service onboarding experience preferred
• 1-2 years of Virtual Assistant experience preferred
• Experienced with any of the following E-commerce tools/software: Gorgias, Shopify, Zendesk, Re:Amaze, Freshdesk, etc. (Required!)
• Familiar with HubSpot, Monday.com, and other CRM tools
• Knowledgeable and experienced in E-commerce

Internet Requirements

• DSL, Cable, or Fiber internet connection is required - LAN connection required (25 Mbps minimum)
• Backup internet connection is required (5 Mbps minimum)

Hardware Requirements

• Laptop/Desktop with a Minimum Core i5 or Ryzen 5 with at least 8GB RAM or equivalent system specifications
• Desktop/Laptop PC only (no tablets or smartphones allowed for working tools)

Power Requirements

• Must have a reliable power source with minimal power outages
• Having a backup power source is also highly recommended (e.g generator, portable power station, etc.)
• Having a backup location you can go to during a power outage (family member/friend’s house, internet cafe, or a co-working space) is required for all TalentPop Team members

• We’re one of the fastest-growing startups in the eCommerce ecosystem.
• You will work alongside a team of winners that will inspire you daily.
• Work with a collaborative team and environment.
• Clear progression plan and career advancement.