Senior Customer Service Lead & Trainer

TL;DR

Senior Customer Service Lead & Trainer (Customer Support): Leading and supporting a remote customer service team serving U.S.-based customers with an accent on team leadership, training, and performance management. Focus on onboarding new hires, coaching existing team members, and ensuring a consistent, professional customer experience across all support channels.

Location: Remote. Must be able to work U.S. business hours (EST).

Company

hirify.global is a service provider specializing in managing and scaling remote customer service teams for clients.

What you will do

• Lead, manage, and support offshore customer service agents.
• Own the onboarding and training process for all new customer service hires.
• Monitor team performance through KPI tracking and provide regular coaching and feedback.
• Handle complex customer escalations and maintain service consistency.
• Develop and maintain training materials, scripts, and quality standards.
• Collaborate with internal teams to optimize operational workflows and processes.

Requirements

• 10+ years of experience leading or supervising customer service teams.
• Proven 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 and lead effectively in a remote setting.

Nice to have

• Experience supporting U.S.-based customers.
• Background in facility management, energy, or tech-enabled services.
• Experience working in startup or scaling environments.

Culture & Benefits

• Full-time remote work arrangement.
• Opportunity to work in a fast-paced, scaling environment.
• Culture centered on a customer-first mindset and high quality standards.

Hiring process

• Initial Phone Screen.
• Video Interview with Recruiter.
• Practical Assessment.
• Client Interview.