About the role
- We are seeking a Senior
Customer Service Lead & Trainer to lead and support a remote customer service
team serving U.S.-based customers. This role focuses on team leadership,
training, performance management, and service quality.
- You will be responsible for onboarding new
hires, coaching existing team members, monitoring KPIs, and ensuring a
consistent and professional customer experience across all support
channels.
Responsibilities
Team Leadership & Performance
- Lead, manage, and support offshore customer
service agents
- Monitor team performance and provide regular
coaching and feedback
- Handle escalations and complex customer
interactions when needed
Training & Onboarding
- Own onboarding and training for new customer
service hires
- Conduct call reviews and quality checks
- Maintain training materials, scripts, and
service standards
Customer Experience & Operations
- Ensure high-quality customer support across
phone and digital channels
- Maintain service consistency and customer
satisfaction
- Work with internal teams to improve workflows
and processes
Tool, Reporting & Documentation
- Use customer service and communication tools
effectively
- Track performance metrics and service KPIs
- Ensure accurate documentation and process
adherence
What Makes
You a Perfect Fit
- Strong leadership and coaching skills
- Customer-first mindset with attention to quality
- Organized, reliable, and comfortable managing
remote teams
- Confident communicator with a calm approach
under pressure
- Adaptable in fast-paced environments
Required
Experience & Skills (Minimum)
- 10+ years of experience leading or supervising
customer service teams
- Experience managing offshore or distributed
teams
- Strong spoken and written English communication
skills
- Experience using customer service platforms and
VOIP systems
- Ability to manage priorities in a remote setting
Ideal
Experience & Skills
- Experience supporting U.S.-based customers
- Background in facility management, energy, or
tech-enabled services
- Experience in startup or scaling environments
What Does
a Typical Day Look Like?
You will:
- Support and coach customer service agents
- Review calls and performance metrics
- Assist with onboarding and training
- Handle escalations and service issues
- Collaborate with internal teams
In essence: you ensure the team performs
consistently while delivering a strong customer experience.
Key
Metrics for Success (KPIs)
- Customer satisfaction and service quality
- Team productivity and performance
- Training effectiveness and onboarding success
- Escalation resolution and process adherence
How to
Apply
