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 Improvement

- Identify gaps in workflows and customer experience

- Work cross-functionally to improve systems and processes

- Reduce escalations through better training and systems

- Build scalable support processes

Tools, Reporting & Documentation

- Use customer service platforms and VOIP systems

- Track and report on:

- CSAT

- Response times

- Resolution rates

- Agent productivity

- Ensure accurate documentation and SOP adherence

What Makes You a Strong Fit

- You are a leader first, not just a manager

- You know how to coach and improve people

- You care deeply about customer experience and quality

- You are structured, organized, and process-driven

- You stay calm and decisive under pressure

Required Experience & Skills

- 10+ years experience in customer service leadership

- Proven experience managing remote/offshore teams

- Strong English communication (verbal + written)

- Experience with:

- Customer support platforms (e.g., Zendesk, Freshdesk, Salesforce Service Cloud)

- VOIP/call systems

- Strong ability to manage priorities in a remote environment

Nice to Have

- Experience supporting U.S.-based customers

- Background in:

- Facility management

- Energy

- Tech-enabled services

- Experience in:

- Startups

- Scaling teams

- Experience building training programs from scratch

What a Typical Day Looks Like

- Review team performance and KPIs

- Coach agents and provide feedback

- Conduct call reviews and QA checks

- Support onboarding and training sessions

- Handle escalations and complex cases

- Collaborate with internal teams on improvements

In short:
You ensure the team performs at a high, consistent level — every day.
Key Metrics (KPIs)

- Customer satisfaction (CSAT) and service quality

- Team productivity and performance metrics

- Training effectiveness and onboarding success

- Escalation resolution speed and quality

- Process adherence and consistency

Why This Role Stands Out

- High ownership of team performance and outcomes

- Direct impact on customer experience and retention

- Opportunity to build and scale training systems

- Leadership visibility and influence across operations

- Growth path into senior operations or CX leadership roles

Interview Process

- Initial Phone Screen

- Video Interview with Pavago Recruiter

- Practical Assessment (training/QA scenario)

- Client Interview

- Offer & Onboarding

Apply Now
If you:

- Have led remote customer service teams

- Know how to coach, train, and improve performance

- Thrive in fast-paced, high-accountability environments

This role is a strong fit.

Originally posted on Himalayas