Lead Customer Support Specialist

Job description

Senior Customer Service Lead & Trainer – Team Leadership & Customer Experience | Remote Position Type: Full-Time, Remote Working Hours: U.S. Business Hours (EST) About the Role At the employer, one of our clients is hiring an experienced Senior Customer Service Lead & Trainer to lead, coach, and develop a remote customer support team serving U.S.-based customers. This is more than a traditional customer service position. You’ll take ownership of team performance, employee training, quality assurance, escalations, and overall customer experience . You’ll ensure agents consistently deliver professional, efficient, and high-quality support across phone, email, chat, and other digital channels while using coaching and performance data to continuously improve the team. If you’re an experienced customer service leader who knows how to develop people, improve performance, maintain accountability, and build strong service standards , this role is a strong fit. What You’ll Own Team Leadership & Performance • Lead and manage a distributed customer service team • Monitor agent productivity, quality, attendance, and KPI performance • Conduct regular one-on-one coaching and performance reviews • Provide clear, actionable feedback to improve performance • Hold team members accountable to service and productivity standards • Identify performance gaps and implement improvement plans • Track progress following coaching and corrective actions • Build a consistent, accountable, and high-performing remote team culture Training & Onboarding • Own onboarding and training for new customer service hires • Develop and maintain: • Training materials • Standard Operating Procedures (SOPs) • Call scripts • Customer service guidelines • Quality standards • Conduct structured training and coaching sessions • Review calls and customer interactions to identify training opportunities • Ensure new hires are fully prepared before independently handling customers • Conti…