Senior Customer Service Lead & Trainer

Ovii's Interpretation of the Role

We need a senior leader to drive performance, training, and quality for a remote U.S. customer service team. You’ll own coaching, onboarding, and process improvement while ensuring high CSAT and operational consistency.

Role Snapshot

• Lead remote customer service agents
• Own onboarding and training programs
• Drive team performance metrics
• Maintain quality across phone, email, and chat
• Build scalable support processes

Must-Have Requirements

• 10+ years experience in customer service leadership
• Proven experience managing remote/offshore teams
• Strong English communication (verbal + written)
• Experience with customer support platforms (Zendesk, Freshdesk, Salesforce Service Cloud)
• Experience with VOIP/call systems
• customer service leadership
• remote/offshore team management

Nice-to-Have Signals

• Experience supporting U.S.-based customers
• Background in facility management
• Background in energy tech‑enabled services
• Experience in startups scaling teams
• Experience building training programs from scratch
• supporting U.S.-based customers
• facility management
• energy tech services
• startup scaling

Work Setup

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

Application Requirements

• Assessment mentioned

Not Specified in JD

• Salary range
• Visa sponsorship
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Lead and manage offshore agents, monitoring daily KPIs and providing structured coaching.
• Own the full onboarding lifecycle, creating SOPs, call scripts, and training materials.
• Conduct call reviews, quality audits, and QA checks to uphold service standards.
• Identify workflow gaps and partner cross‑functionally to improve systems and reduce escalations.
• Track and report on CSAT, response times, resolution rates, and agent productivity.
• Standardize service delivery across phone, email, and chat channels.

Good Fit If You Have

• Proven track record leading remote/offshore customer service teams.
• Strong coaching ability and passion for improving customer experience.
• Structured, organized, and process‑driven mindset.
• Calm and decisive under high‑pressure situations.