Senior Customer Service Lead & Trainer

• Lead and support remote customer service representatives in daily operations.
• Monitor team and individual performance against KPIs and service standards.
• Provide coaching, mentorship, and feedback to team members.
• Handle escalated customer issues and complex problem resolution.
• Manage onboarding and training for new customer service hires.
• Conduct call reviews, quality assurance evaluations, and coaching sessions.
• Maintain and update training materials, scripts, SOPs, and workflows.
• Monitor customer service quality and satisfaction trends.
• Support operational improvements to enhance customer experience and efficiency.
• Collaborate with internal departments to resolve recurring issues and improve workflows.
• Track and report on KPIs, QA scores, and operational metrics.
• Use customer service platforms, VOIP systems, and communication tools effectively.
• Assist leadership with reporting insights and process recommendations.

• At least 10 years of experience in customer service leadership or team management.
• Experience managing offshore or distributed customer support teams.
• Strong spoken and written English communication skills.
• Experience with customer service software, ticketing systems, and VOIP platforms.
• Proven skills in coaching, onboarding, and performance management.
• Ability to prioritise and manage multiple tasks in a remote work environment.

Apply through the employer's official contact. The employer has not published a closing date.