Job Description
Job Title: Senior Customer Service Lead & Trainer
Position Type: Full-Time, Remote
Working Hours: U.S. business hours (EST)
About the role: We are seeking a Senior Customer Service Lead & Trainer to lead and support a remote customer service team serving U.S.-based customers. This role focuses on team leadership, training, performance management, and service quality. You will be responsible for onboarding new hires, coaching existing team members, monitoring KPIs, and ensuring a consistent and professional customer experience across all support channels.
Responsibilities
- Team Leadership & Performance: Lead, manage, and support offshore customer service agents
- Monitor team performance and provide regular coaching and feedback
- Handle escalations and complex customer interactions when needed
- Training & Onboarding: Own onboarding and training for new customer service hires
- Conduct call reviews and...