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Open nowPosted 133 days ago

Senior Customer Service Lead & Trainer

Workable (global search)108,016 open roles

Where
Kenya
Work mode
Remote
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Your applicationOpen nowSenior Customer Service Lead & TrainerWorkable (global search) · Kenya

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The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 133 days ago

Workable (global search) median: 7 days open

The posting

Senior Customer Service Lead & Trainer (Team Leadership, QA & Training) – Remote | EST

Position Type: Full-Time, Remote Working Hours: U.S. Business Hours (EST)

About the Role

We’re hiring a Senior Customer Service Lead & Trainer to lead, coach, and scale a remote customer service team supporting U.S.-based customers.

This is not just a supervisory role — you will own team performance, training systems, and service quality.

You’ll be responsible for turning a group of agents into a high-performing, consistent, and accountable team.

If you’ve led remote teams, built training systems, and improved performance — this role is built for you.

What You’ll Own

Team Leadership & Performance Management (Core Responsibility)

  • Lead and manage offshore customer service agents
  • Monitor team KPIs and daily performance
  • Provide structured coaching and feedback
  • Handle escalations and complex customer issues
  • Drive accountability and performance improvement

Training & Onboarding (Critical)

  • Own onboarding process for all new hires
  • Develop and maintain:
  • Training materials
  • SOPs
  • Call scripts
  • Conduct:
  • Call reviews
  • Quality audits
  • Coaching sessions
  • Ensure new hires ramp quickly and effectively

Quality Assurance & Customer Experience

  • Maintain high standards across:
  • Phone support
  • Email/chat channels
  • Ensure consistency in tone, accuracy, and service quality
  • Improve CSAT and customer experience outcomes
  • Standardize service delivery across the team

Operations & Process Improvement

  • Identify gaps in workflows and customer experience
  • Work cross-functionally to improve systems and processes
  • Reduce escalations through better training and systems
  • Build scalable support processes

Tools, Reporting & Documentation

  • Use customer service platforms and VOIP systems
  • Track and report on:
  • CSAT
  • Response times
  • Resolution rates
  • Agent productivity
  • Ensure accurate documentation and SOP adherence

What Makes You a Strong Fit

  • You are a leader first, not just a manager
  • You know how to coach and improve people
  • You care deeply about customer experience and quality
  • You are structured, organized, and process-driven
  • You stay calm and decisive under pressure

Required Experience & Skills

  • 10+ years experience in customer service leadership
  • Proven experience managing remote/offshore teams
  • Strong English communication (verbal + written)
  • Experience with:
  • Customer support platforms (e.g., Zendesk, Freshdesk, Salesforce Service Cloud)
  • VOIP/call systems
  • Strong ability to manage priorities in a remote environment

Nice to Have

  • Experience supporting U.S.-based customers
  • Background in:
  • Facility management
  • Energy
  • Tech-enabled services
  • Experience in:
  • Startups
  • Scaling teams
  • Experience building training programs from scratch

What a Typical Day Looks Like

  • Review team performance and KPIs
  • Coach agents and provide feedback
  • Conduct call reviews and QA checks
  • Support onboarding and training sessions
  • Handle escalations and complex cases
  • Collaborate with internal teams on improvements

In short: You ensure the team performs at a high, consistent level — every day.

Key Metrics (KPIs)

  • Customer satisfaction (CSAT) and service quality
  • Team productivity and performance metrics
  • Training effectiveness and onboarding success
  • Escalation resolution speed and quality
  • Process adherence and consistency

Why This Role Stands Out

  • High ownership of team performance and outcomes
  • Direct impact on customer experience and retention
  • Opportunity to build and scale training systems
  • Leadership visibility and influence across operations
  • Growth path into senior operations or CX leadership roles

Interview Process

  • Initial Phone Screen
  • Video Interview with Pavago Recruiter
  • Practical Assessment (training/QA scenario)
  • Client Interview
  • Offer & Onboarding

Apply Now

If you:

  • Have led remote customer service teams
  • Know how to coach, train, and improve performance
  • Thrive in fast-paced, high-accountability environments

This role is a strong fit.

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