Senior Customer Service Lead & Trainer

Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (EST)
Location: Remote (LATAM, Philippines, Pakistan, South Africa Preferred)

About the Role

We are seeking a highly experienced Senior Customer Service Lead & Trainer to lead, coach, and support a remote customer service team serving U.S.-based customers.

This role combines leadership, performance management, onboarding, training, and customer experience oversight. You will play a critical role in ensuring agents consistently deliver professional, high-quality support while maintaining operational efficiency and service standards across all communication channels.

The adecuado candidate is a strong communicator, experienced people leader, and customer service professional who thrives in fast‑paced remote environments and knows how to build high‑performing support teams through coaching, accountability, and process improvement.

Team Leadership & Performance Management
- Lead, manage, and support remote customer service representatives across daily operations




- Monitor individual and team performance against established KPIs and service standards
- Provide regular coaching, mentorship, and performance feedback to team members
- Handle escalated customer concerns and support complex issue resolution
- Foster accountability, professionalism, and strong customer service culture across the team

Training & Onboarding
- Own onboarding and training processes for new customer service hires
- Conduct call reviews, QA evaluations, and coaching sessions regularly
- Maintain and improve training documentation, scripts, SOPs, and service workflows
- Identify knowledge gaps and implement ongoing learning and development initiatives
- Ensure all agents are aligned with communication standards and operational procedures

Customer Experience & Service Operations
- Ensure consistent, high-quality customer support across phone, email, and digital channels
- Monitor service qua

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