Offshore customer support that hits your SLAs

Email, chat and voice agents who work your queue in your tone and hit your SLAs — trained on your product, not a shared call centre.

The role

What an offshore customer support agent does

Day-to-day responsibilities

Respond to tickets across email, chat and phone
Resolve issues and escalate cleanly
Keep the CRM and order records updated
Maintain macros and help-centre content
Hit CSAT and response-time SLAs
Flag recurring issues to your team

Specialisms we place

The customer support agent function covers several sub-roles — tell us which you need:

Email & chat agentVoice support agentTechnical supportCustomer success supportComplaints handler

Tools & skills

Your hire works on your stack. Common tools for this role:

ZendeskIntercomFreshdeskGorgiasHubSpotAircall

Why offshore

Why hire an customer support agent offshore

The Philippines’ mature BPO sector means experienced agents with neutral English, Western service standards and UK-aligned shifts — quality support at a sustainable cost.

Whichever hub fits the role — Sri Lanka or the Philippines — TalentDock is the legal employer. We handle contracts, payroll, equipment, IT and HR, and cover the data-protection footing (DPA and the UK IDTA for restricted transfers). Because your hire is employed overseas and works wholly outside the UK, there’s no employer NIC, no auto-enrolment pension, and no IR35 status determination for you to make.

General information, not legal or tax advice — confirm your position with a qualified UK adviser.

The saving

A dedicated customer support agent for up to 70% less

Compared with the true cost of a UK hire — salary, NICs, pension, equipment and recruitment fees — one all-in monthly fee, one invoice.

FAQ

Common questions

Will they sound like our brand?

Yes — we train agents on your product, tone and macros so customers get a consistent, on-brand experience.

Can they cover UK hours?

Yes, including extended and weekend cover if you need it — shifts are aligned to your requirements.

Voice as well as chat?

Both. We place email, chat and voice agents depending on your channel mix.

Related roles

Explore related offshore roles

Offshore Virtual Assistant

Offshore Sales Support

Offshore Accountant

Offshore Bookkeeper

Offshore IT Staffing UK

Offshore Digital Marketing

Ready to add an customer support agent to your team?

Tell us what you need — we’ll send a vetted shortlist.