Senior Customer Service Lead & Trainer

Senior Customer Service Lead & Trainer – Remote | Team Leadership & Customer Experience

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

About the Role

At Pavago, one of our clients is hiring a Senior Customer Service Lead & Trainer to lead, coach, and strengthen a remote customer support team serving U.S.-based customers.

This is not just a customer service role — it’s a leadership and quality ownership position focused on:

• Team management
• Onboarding and training
• Coaching and performance improvement
• Escalation handling
• Customer experience consistency

You will play a key role in ensuring customer service agents operate at a high standard across phone, email, and digital support channels while maintaining strong team accountability and service quality.

If you are:

• An experienced customer service leader
• Confident managing offshore teams
• Strong in coaching and quality control
• Calm under pressure
• Highly organized and process-driven

This role is a strong fit.

What You’ll Own

Team Leadership & Performance Management

• Lead, support, and manage a remote customer service team
• Monitor agent productivity, service quality, and KPI performance
• Conduct regular coaching sessions and performance reviews
• Provide actionable feedback to improve customer interactions
• Handle escalated customer concerns and complex service issues
• Maintain accountability and performance consistency across the team

Training & Onboarding

• Own onboarding and training for new customer service hires
• Develop and maintain:
• Training materials
• SOPs
• Scripts
• Customer service standards
• Conduct:
• Call reviews
• Quality assurance checks
• Performance evaluations
• Ensure agents are fully prepared to handle customer interactions confidently and professionally

Customer Experience & Service Quality

• Ensure high-quality customer support across:
• Phone
• Email
• Chat
• Digital communication channels
• Maintain consistency in tone, professionalism, and customer experience
• Improve customer satisfaction through proactive coaching and workflow improvements
• Identify recurring service gaps and operational inefficiencies

Operations, Reporting & Documentation

• Track and report on:
• Customer satisfaction
• Response times
• Resolution rates
• Team productivity
• QA performance
• Ensure accurate documentation and adherence to internal processes
• Use customer service platforms, VOIP systems, and reporting tools effectively
• Maintain visibility into team performance and operational metrics

What Makes You a Strong Fit

• Strong leadership and coaching ability
• Customer-first mindset with high quality standards
• Organized, reliable, and operationally disciplined
• Comfortable managing remote and offshore teams
• Calm and professional under pressure
• Strong communicator with excellent follow-through
• Adaptable in fast-paced operational environments

Requirements

Experience

• 10+ years of experience in:
• Customer service leadership
• Support team supervision
• Customer operations management
• Proven experience managing:
• Offshore teams
• Distributed remote support environments

Communication & Leadership Skills

• Strong spoken and written English communication
• Excellent coaching and people management skills
• Ability to manage escalations professionally
• Strong organizational and multitasking abilities

Technical & Operational Skills

• Experience using:
• Customer support platforms
• VOIP systems
• Ticketing and communication tools
• Comfortable working independently in a remote environment
• Ability to prioritize tasks and manage team workflows efficiently

Nice to Have

• Experience supporting U.S.-based customers
• Background in:
• Facility management
• Energy
• Tech-enabled services
• Experience working in:
• Startup environments
• Scaling operational teams
• KPI-driven support organizations

Tools & Platforms

• Customer Service Platforms
• VOIP Systems
• Ticketing & Support Tools
• Google Workspace
• Reporting & QA Systems

What a Typical Day Looks Like

• Support and coach customer service agents
• Review customer calls and QA metrics
• Conduct onboarding and training sessions
• Handle escalated customer issues
• Monitor team KPIs and service quality
• Collaborate with internal departments on operational improvements
• Maintain documentation, workflows, and support standards

In short: you ensure the customer service team performs consistently, delivers high-quality support, and maintains a strong customer experience across all interactions.

Key Metrics for Success (KPIs)

• Customer satisfaction and service quality scores
• Team productivity and operational performance
• Training effectiveness and onboarding success
• Escalation resolution efficiency
• Process adherence and QA consistency
• Team reliability and performance improvement

Why This Role Stands Out

• Leadership ownership within a growing remote support environment
• Direct impact on customer experience and team performance
• Opportunity to shape training systems and support standards
• Strong operational visibility and cross-functional collaboration
• Growth opportunities into:
• Customer Support Manager
• Head of Customer Experience
• Operations Leadership
• Training & Quality Management

Interview Process

• Initial Phone Screen
• Video Interview with Pavago Recruiter
• Practical Assessment
• Client Interview
• Offer & Onboarding

Apply Now

If you:

• Enjoy leading and developing customer support teams
• Thrive in high-accountability environments
• Care deeply about customer experience and service quality
• Can coach teams while managing operations effectively

This is a strong opportunity to lead, train, and elevate a high-performing remote customer service team.

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