Senior Customer Service Lead

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 <...