Senior Customer Service Lead & Trainer

TL;DR

Senior Customer Service Lead & Trainer: Leading and coaching a remote customer service team supporting U.S.-based clients with an accent on performance management, training system development, and quality assurance. Focus on building a high-performing support culture, streamlining workflows, and ensuring consistent service excellence across multiple communication channels.

Location: Must be based in Mexico, Colombia, Brazil, or Costa Rica. Role requires alignment with U.S. Business Hours (EST).

Company

hirify.global is a growing company focused on operational excellence and high-quality service delivery.

What you will do

• Lead, manage, and support a remote team of customer service representatives.
• Own the onboarding and training process, including the creation of SOPs, scripts, and training materials.
• Conduct regular QA evaluations, call reviews, and performance coaching sessions.
• Handle escalated customer interactions to ensure professional and effective resolution.
• Track and analyze team KPIs, productivity metrics, and service quality trends.
• Collaborate with internal leadership to optimize support workflows and communication standards.

Requirements

• 10+ years of customer service leadership or supervisory experience.
• Proven experience managing offshore or distributed customer service teams.
• Strong spoken and written English communication skills.
• Proficiency with customer service platforms, ticketing systems, and VOIP tools.
• Ability to manage priorities independently in a remote environment.
• Must be located in Mexico, Colombia, Brazil, or Costa Rica.

Nice to have

• Experience supporting U.S.-based customers.
• Background in facility management, energy, SaaS, or tech-enabled services.
• Startup or high-growth operational experience.
• Experience building or improving customer service training systems.

Culture & Benefits

• Full-time remote flexibility.
• Direct impact on shaping remote support operations and team culture.
• Opportunity for long-term professional growth within a scaling environment.
• Collaborative work environment with leadership.

Hiring process

• Initial phone screen.
• Video interview with recruiter.
• Practical assessment.
• Client interview.