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 Improvemen