Senior Customer Service Lead & Trainer (Customer Support)

TL;DR

Senior Customer Service Lead & Trainer (Customer Support): Leading, coaching, and scaling a remote customer service team supporting U.S.-based customers with an accent on performance management, training system development, and quality assurance. Focus on driving team accountability, standardizing service delivery, and improving CSAT outcomes through structured coaching and process optimization.

Location: Must be based in the United States (EST hours)

Company

hirify.global is a service-oriented organization focused on delivering high-quality customer support and operational excellence.

What you will do

• Lead and manage remote customer service agents to ensure high performance and accountability.
• Own the end-to-end onboarding process and develop comprehensive training materials, SOPs, and call scripts.
• Conduct regular call reviews, quality audits, and structured coaching sessions for team members.
• Monitor team KPIs, including CSAT, response times, and resolution rates to drive continuous improvement.
• Handle escalations and complex customer issues while standardizing service delivery across all channels.
• Identify workflow gaps and collaborate cross-functionally to build scalable support processes.

Requirements

• 10+ years of experience in customer service leadership.
• Proven experience managing remote or offshore teams.
• Strong English communication skills (verbal and written).
• Must be available to work during U.S. business hours (EST).
• Proficiency with customer support platforms like Zendesk, Freshdesk, or Salesforce Service Cloud.
• Strong ability to manage priorities and maintain high standards in a remote environment.

Nice to have

• Experience supporting U.S.-based customers.
• Background in facility management, energy, or tech-enabled services.
• Experience in startups or scaling teams from scratch.
• Proven track record of building training programs from the ground up.

Culture & Benefits

• High ownership of team performance and operational outcomes.
• Direct impact on customer experience and retention strategies.
• Leadership visibility and influence across the organization.
• Clear growth path into senior operations or CX leadership roles.

Hiring process

• Initial phone screen and video interview with a recruiter.
• Practical assessment focusing on training and QA scenarios.
• Final client interview.