Senior Customer Service Lead & Trainer

Description
Senior Customer Service Lead & Trainer    Full-Time Remote | U.S. Business Hours (EST)

About the Role   We’re hiring a highly experienced and people-focused  Senior Customer Service Lead & Trainer  to lead, coach, and elevate a remote customer service team supporting U.S.

-based customers.
This is not just a supervisory role — you will play a direct role in:
improving team performance,
developing training systems,
maintaining service quality,
handling escalations,
and ensuring a consistently excellent customer experience.
You’ll work closely with offshore customer service representatives while partnering with leadership to improve workflows, strengthen communication standards, and build a high-performing support culture.
If you are a strong coach, calm under pressure, and passionate about customer experience and team development — this role is for you.

What You’ll Own    Team Leadership & Performance Management    Lead, support, and manage remote customer service representatives
Monitor daily team performance and service quality
Conduct regular coaching sessions and performance reviews
Provide clear, actionable feedback to improve communication and efficiency
Handle escalated customer interactions professionally and effectively
Foster a customer-first, accountability-driven support culture

Training & Onboarding    Own onboarding and training processes for new customer service hires
Develop and maintain:
training materials,
SOPs,
scripts,
call standards,
and support documentation
Conduct:
call reviews,
QA evaluations,
and coaching sessions
Ensure new hires ramp quickly and meet performance expectations

Customer Experience & Service Operations    Ensure consistent, high-quality customer support across:
phone,
email,
chat,
and digital communication channels
Improve customer satisfaction through structured coaching and operational consistency
Collaborate with internal teams to streamline support workflows and reduce friction
Maintain professionalism and responsiveness across all customer interactions

Reporting, QA & Documentation    Track and analyze customer service KPIs and team performance metrics
Monitor:
service quality,
response times,
escalations,
and productivity trends
Maintain accurate documentation and adherence to operational processes
Ensure service standards and quality benchmarks remain consistent

✅ Required Experience & Skills    10+ years of customer service leadership or supervisory experience
Experience managing offshore or distributed customer service teams
Strong spoken and written English communication skills
Experience using:
customer service platforms,
ticketing systems,
VOIP tools,
and communication software
Strong coaching, mentoring, and performance management abilities
Ability to manage priorities independently in a remote environment

⭐ Preferred Qualifications    Experience supporting U.S.

-based customers
Background in:
facility management,
energy,
SaaS,
or tech-enabled services
Startup or high-growth operational experience
Experience building or improving customer service training systems

What Makes You a Great Fit    You lead with accountability, structure, and professionalism
You are calm under pressure and confident handling escalations
You genuinely enjoy coaching and developing people
You are highly organized and operationally disciplined
You thrive in fast-paced remote environments
You focus on consistency, quality, and customer satisfaction

What a Typical Day Looks Like   Your day may include:
Coaching and supporting customer service agents
Reviewing calls, tickets, and QA performance
Conducting onboarding and training sessions
Handling escalated customer situations
Reviewing service metrics and team KPIs
Collaborating with internal departments to improve workflows
Updating SOPs, scripts, and training…