Senior Customer Service Lead & Trainer

Location: Remote from Mexico, Colombia, Brazil, or Costa Rica; U.S. Business Hours (EST)

Company

hirify.global is sourcing candidates for a client hiring a customer service leadership and training specialist.

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, QA evaluations, and escalation handling.
• Lead onboarding and training for new hires and develop training materials, SOPs, scripts, and quality standards.
• Maintain support quality across phone, email, chat, and digital channels while improving customer satisfaction.
• Track KPIs, response times, escalations, productivity, documentation, and adherence to operational standards.
• Partner with internal teams to streamline support workflows and drive continuous improvement.

Requirements

• Must work remotely from Mexico, Colombia, Brazil, or Costa Rica.
• Availability during U.S. Business Hours (EST).
• 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, communication software, coaching, mentoring, and performance management.

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

• Hands-on remote leadership role focused on accountability and customer excellence.
• Opportunity to improve team productivity, service quality, onboarding, and employee development.
• Work independently while collaborating with customer service representatives and leadership.

Hiring process

• Initial recruiter screening.
• Practical assessment.
• Client interview, followed by offer and onboarding.
• After applying, complete a short self-recorded introductory video through Spark Hire.