Senior Customer Service Lead & Trainer

• Lead and manage offshore customer service agents.
• Monitor team performance and key performance indicators daily.
• Provide structured coaching and feedback to team members.
• Handle escalations and complex customer issues.
• Own the onboarding process for new hires and develop training materials, SOPs, and call scripts.
• Conduct call reviews, quality audits, and coaching sessions to maintain service quality.
• Identify workflow and customer experience gaps and work on process improvements.
• Use customer service platforms and VOIP systems to track and report on customer satisfaction, response times, resolution rates, and agent productivity.

• At least 10 years of experience in customer service leadership.
• Proven experience managing remote or offshore teams.
• Strong verbal and written English communication skills.
• Experience with customer support platforms such as Zendesk, Freshdesk, or Salesforce Service Cloud.
• Experience using VOIP and call systems.
• Ability to manage priorities effectively in a remote work environment.
• Preferred: experience supporting U.S.-based customers.
• Preferred: background in facility management, energy, or tech-enabled services.
• Preferred: experience in startups and scaling teams.
• Preferred: experience building training programs from scratch.

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