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Senior Customer Service Lead & Trainer
Posted: By:Hiring Kenya
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 quality checks
- Maintain training materials, scripts, and service standards
Customer Experience & Operations
- Ensure high-quality customer support across phone and digital channels
- Maintain service consistency and customer satisfaction
- Work with internal teams to improve workflows and processes
Tool, Reporting & Documentation
- Use customer service and communication tools effectively
- Track performance metrics and service KPIs
- Ensure accurate documentation and process adherence
What Makes You a Perfect Fit
- Strong leadership and coaching skills
- Customer-first mindset with attention to quality
- Organized, reliable, and comfortable managing remote teams
- Confident communicator with a calm approach under pressure
- Adaptable in fast-paced environments
Required Experience & Skills (Minimum)
- 10+ years of experience leading or supervising customer service teams
- Experience managing offshore or distributed teams
- Strong spoken and written English communication skills
- Experience using customer service platforms and VOIP systems
- Ability to manage priorities in a remote setting
Ideal Experience & Skills
- Experience supporting U.S.-based customers
- Background in facility management, energy, or tech-enabled services
- Experience in startup or scaling environments
What Does a Typical Day Look Like ?
You will:
- Support and coach customer service agents
- Review calls and performance metrics
- Assist with onboarding and training
- Handle escalations and service issues
- Collaborate with internal teams
In essence: you ensure the team performs consistently while delivering a strong customer experience.
Key Metrics for Success (KPIs)
- Customer satisfaction and service quality
- Team productivity and performance
- Training effectiveness and onboarding success
- Escalation resolution and process adherence
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