Senior Customer Service Lead & Trainer

**Senior Customer Service Lead \& Trainer (Team Leadership, QA \& Training) – Remote \| EST****Position Type:** Full\-Time, Remote **Working Hours:** U.S. Business Hours (EST) **About the Role** We’re hiring a **Senior Customer Service Lead \& Trainer** to lead, coach, and scale a remote customer service team supporting U.S.\-based customers. This is not just a supervisory role — you will own **team performance, training systems, and service quality**. You’ll be responsible for turning a group of agents into a **high\-performing, consistent, and accountable team**. If you’ve led remote teams, built training systems, and improved performance — this role is built for you. **What You’ll Own****Team Leadership \& Performance Management (Core Responsibility)*** Lead and manage offshore customer service agents * Monitor team KPIs and daily performance * Provide structured coaching and feedback * Handle escalations and complex customer issues * Drive accountability and performance improvement **Training \& Onboarding (Critical)*** Own onboarding process for all new hires * Develop and maintain: * + Training materials + SOPs + Call scripts * Conduct: * + Call reviews + Quality audits + Coaching sessions * Ensure new hires ramp quickly and effectively **Quality Assurance \& Customer Experience*** Maintain high standards across: * + Phone support + Email/chat channels * Ensure consistency in tone, accuracy, and service quality * Improve CSAT and customer experience outcomes * Standardize service delivery across the team **Operations \& Process Improvement*** Identify gaps in workflows and customer experience * Work cross\-functionally to improve systems and processes * Reduce escalations through better training and systems * Build scalable support processes **Tools, Reporting \& Documentation*** Use customer service platforms and VOIP systems * Track and report on: * + CSAT + Response times + Resolution rates + Agent productivity * Ensure accurate documentation and SOP adherence **What Makes You a Strong Fit*** You are a **leader first, not just a manager** * You know how to **coach and improve people** * You care deeply about **customer experience and quality** * You are structured, organized, and process\-driven * You stay calm and decisive under pressure **Required Experience \& Skills*** 10\+ years experience in customer service leadership * Proven experience managing **remote/offshore teams** * Strong English communication (verbal \+ written) * Experience with: * + Customer support platforms (e.g., Zendesk, Freshdesk, Salesforce Service Cloud) + VOIP/call systems * Strong ability to manage priorities in a remote environment **Nice to Have*** Experience supporting U.S.\-based customers * Background in: * + Facility management + Energy + Tech\-enabled services * Experience in: * + Startups + Scaling teams * Experience building training programs from scratch **What a Typical Day Looks Like*** Review team performance and KPI