Job Description
Senior Customer Service Lead & Trainer (Team Leadership, QA & Training) – Remote | EST
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (EST)
About the Role
We’re hiring a Senior Customer Service Lead & Trainer to lead, coach, and scale a remote customer service team supporting U.S.-based customers.
This is not just a supervisory role — you will own team performance, training systems, and service quality.
You’ll be responsible for turning a group of agents into a high-performing, consistent, and accountable team.
If you’ve led remote teams, built training systems, and improved performance — this role is built for you.
What You’ll Own
Team Leadership & Performance Management (Core Responsibility)
- Lead and manage offshore customer service agents
- Monitor team KPIs and daily performance
- Provide structured coaching and feedback
- Handle escalations and complex customer issues
- Drive accountability and performance improvement
Training & Onboarding (Critical)
Own onboarding process for all new hires
Develop and maintain:
- Training materials
- SOPs
- Call scripts
Conduct:
- Call reviews
- Quality audits
- Coaching sessions
Ensure new hires ramp quickly and effectively
Quality Assurance & Customer Experience
Maintain high standards across:
- Phone support
- Email/chat channels
Ensure consistency in tone, accuracy, and service quality
Improve CSAT and customer experience outcomes
Standardize service delivery across the team
Operations & Process Improvement
- Identify gaps in workflows and customer experience
- Work cross-functionally to improve systems and processes
- Reduce escalations through better training and systems
- Build scalable support processes
Tools, Reporting & Documentation
Use customer service platforms and VOIP systems
Track and report on:
- CSAT
- Response times
- Resolution rates
- Agent productivity
Ensure accurate documentation and SOP adherence
What Makes You a Strong Fit
- You are a leader first, not just a manager
- You know how to coach and improve people
- You care deeply about customer experience and quality
- You are structured, organized, and process-driven
- You stay calm and decisive under pressure
Required Experience & Skills
10+ years 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
Nice to Have
Experience supporting U.S.-based customers
Background in:
- Facility management
- Energy
- Tech-enabled services
Experience in:
- Startups
- Scaling teams
Experience building training programs from scratch
What a Typical Day Looks Like
- Review team performance and KPIs
- Coach agents and provide feedback
- Conduct call reviews and QA checks
- Support onboarding and training sessions
- Handle escalations and complex cases
- Collaborate with internal teams on improvements
In short:
You ensure the team performs at a high, consistent level — every day.
Key Metrics (KPIs)
- Customer satisfaction (CSAT) and service quality
- Team productivity and performance metrics
- Training effectiveness and onboarding success
- Escalation resolution speed and quality
- Process adherence and consistency
Why This Role Stands Out
- High ownership of team performance and outcomes
- Direct impact on customer experience and retention
- Opportunity to build and scale training systems
- Leadership visibility and influence across operations
- Growth path into senior operations or CX leadership roles
Interview Process
- Initial Phone Screen
- Video Interview with Pavago Recruiter
- Practical Assessment (training/QA scenario)
- Client Interview
- Offer & Onboarding
Apply Now
If you:
- Have led remote customer service teams
- Know how to coach, train, and improve performance
- Thrive in fast-paced, high-accountability environments
This role is a strong fit.
