Under the supervision of the Team Lead, the Senior Agent will supervise and advise about more complex aspects of the customer support agent role. The Senior Agent will act as an intermediary during communications between agents and their hierarchic superiors. The Senior Agent is an expert in customer support and is autonomous in its work. When the workload requires it, the Team Lead can rely on the Senior Agent to assist in different management tasks such as revision, validation, and internal communications and also team planning.