Senior Customer Service Lead & Trainer

About the role

We are looking for a Senior Customer Service Lead & Trainer to lead, coach, and scale a remote customer service team that supports U.S.-based customers. This position goes beyond supervision – you will own team performance, training systems, and overall service quality.

Key responsibilities

• Lead and manage offshore customer service agents, monitor KPIs, and provide structured coaching.
• Handle escalations and complex customer issues while driving accountability.
• Own the onboarding process, develop training materials, SOPs, and call scripts.
• Conduct call reviews, quality audits, and coaching sessions to ensure rapid ramp‑up.
• Maintain high standards across phone, email, and chat channels, improving CSAT and consistency.
• Identify workflow gaps, work cross‑functionally to improve processes, and reduce escalations.
• Use customer service platforms and VOIP systems to track CSAT, response times, resolution rates, and agent productivity.

Required profile

• Leader first, manager second – able to coach and improve people.
• Deep commitment to customer experience and quality.
• Structured, organized, and process‑driven.
• Calm and decisive under pressure.

Required skills

• Strong English communication (verbal and written).
• Experience with customer support platforms such as Zendesk, Freshdesk, and Salesforce Service Cloud.
• Proficiency with VOIP/call systems.