he 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
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