Senior Customer Service Lead & Trainer
Remote · South Africa or Kenya
Job Summary
Senior Customer Service Lead & Trainer responsible for leading, coaching, and scaling a remote customer service team supporting U.S.-based customers. Owns team performance, training systems, onboarding, QA, and service quality; drives accountability, standardizes service delivery, and improves CSAT. Focuses on building training materials, SOPs, call scripts, call reviews, quality audits, and coaching; ensures rapid ramp for new hires and maintains high standards across phone, email, and chat channels. Seeks to institutionalize scalable training programs, track KPIs (CSAT, response/resolution times, agent productivity), and collaborate cross-functionally to reduce escalations and improve customer experience.
Required Qualifications
- 10+ years of 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
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