Senior Customer Service Lead & Trainer

TL;DR

Senior Customer Service Lead & Trainer (Customer Support): Leading and developing a remote customer service team supporting U.S.-based customers with an accent on coaching, training, quality assurance, and operational performance. Focus on building onboarding programs, resolving escalations, improving service metrics, and maintaining consistent support quality across phone, email, chat, and digital channels.

Location: Remote from Mexico, Colombia, Brazil, or Costa Rica, working U.S. business hours (EST).

Company

hirify.global is hiring for a client seeking customer service leadership and training expertise for a remote support operation.

What you will do

• Lead, coach, and support remote customer service representatives while monitoring productivity and service quality.
• Conduct coaching sessions, performance reviews, call reviews, and quality assurance evaluations.
• Lead onboarding and develop training materials, SOPs, scripts, and quality standards.
• Handle escalated customer issues and maintain professional support across phone, email, chat, and digital channels.
• Track KPIs, response times, escalations, productivity, and quality benchmarks.
• Partner with internal teams to improve workflows, communication, customer satisfaction, and operational efficiency.

Requirements

• 10+ years of customer service leadership or supervisory experience.
• Experience managing remote or offshore customer service teams.
• Excellent written and spoken English communication skills.
• Experience with customer service platforms, ticketing systems, VOIP tools, and communication software.
• Strong coaching, mentoring, and performance management skills.
• Ability to manage priorities independently in a remote environment and work U.S. business hours (EST).

Nice to have

• Experience supporting U.S.-based customers.
• Background in facility management, energy, SaaS, or technology-enabled services.
• Experience in startup or high-growth environments.
• Experience building or improving customer service training programs.

Culture & Benefits

• Remote, hands-on leadership role focused on accountability and customer excellence.
• Opportunity to improve team performance, employee development, and customer experience.
• Structured onboarding and a focus on continuous operational improvement.

Hiring process

• Initial recruiter screening.
• Practical assessment followed by a client interview.
• Offer and onboarding; applicants receive a Spark Hire invitation to record an introductory video.