Postúlate en Kit Empleo: kitempleo.com.co/empleo/1at250

? 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 OwnTeam 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 custo

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1at250

📌 Senior Customer Service Lead (Colombia)
🏢 Importante Empresa Del Sector
📍 Colombia