Senior Customer Service Lead & Trainer

Ovii's Interpretation of the Role

We seek a senior leader to drive performance, quality, and training for a remote customer service team serving U.S. customers. You will own team metrics, build scalable onboarding programs, and elevate the overall customer experience.

Role Snapshot

• Lead remote customer service agents
• Own performance metrics and KPIs
• Design and deliver training & onboarding
• Drive quality assurance across channels
• Improve CSAT and service consistency
• Scale support processes and documentation

Must-Have Requirements

• Customer service leadership (10+ years)
• Managing remote/offshore teams
• Strong English communication (verbal + written)
• Experience with customer support platforms (Zendesk, Freshdesk, Salesforce Service Cloud)
• VOIP/call system proficiency
• customer service leadership
• remote/offshore team management

Nice-to-Have Signals

• Experience supporting U.S.-based customers
• Facility management background
• Energy tech‑enabled services experience
• Startup scaling experience
• Building training programs from scratch
• supporting U.S.-based customers
• facility management
• energy tech services
• startup scaling
• training program creation

Work Setup

• Location: Kenya, Kenya
• Work mode: REMOTE
• Remote scope: COUNTRY_RESTRICTED
• Remote countries: Kenya
• Timezone: U.S. Business Hours (EST)
• Employment type: Full-Time
• Shift: U.S. Business Hours (EST)

Eligibility Gates

• Visa sponsorship: unknown

Application Requirements

• Assessment mentioned

Not Specified in JD

• Salary range
• Visa sponsorship
• Remote eligibility beyond Kenya
• Education requirement
• Certifications
• Travel requirement

What You'll Likely Work On

• Lead and manage offshore customer service agents, monitoring daily KPIs
• Provide structured coaching, feedback, and handle escalations
• Own onboarding and develop training materials, SOPs, and call scripts
• Maintain high service standards across phone, email, and chat channels
• Identify workflow gaps and collaborate cross‑functionally to improve processes
• Track and report CSAT, response times, resolution rates, and agent productivity

Good Fit If You Have

• Proven track record leading remote/offshore customer service teams
• Experience building training programs from the ground up
• Strong focus on customer experience and quality outcomes
• Calm, decisive decision‑making under pressure
• Structured, organized, and process‑driven mindset