Job Description
💼 Senior Customer Service Lead & Trainer
Full-Time Remote | U.S. Business Hours (EST)
🚀 About the Role
We’re hiring a highly experienced and people-focused Senior Customer Service Lead & Trainer to lead, coach, and elevate a remote customer service team supporting U.S.-based customers.
This is not just a supervisory role — you will play a direct role in:
- improving team performance,
- developing training systems,
- maintaining service quality,
- handling escalations,
- and ensuring a consistently excellent customer experience.
You’ll work closely with offshore customer service representatives while partnering with leadership to improve workflows, strengthen communication standards, and build a high-performing support culture.
If you are a strong coach, calm under pressure, and passionate about customer experience and team development — this role is for you.
🔥 What You’ll Own
Team Leadership & Performance Management
- Lead, support, and manage remote customer service representatives
- Monitor daily team performance and service quality
- Conduct regular coaching sessions and performance reviews
- Provide clear, actionable feedback to improve communication and efficiency
- Handle escalated customer interactions professionally and effectively
- Foster a customer-first, accountability-driven support culture
Training & Onboarding
Own onboarding and training processes for new customer service hires
Develop and maintain:
- training materials,
- SOPs,
- scripts,
- call standards,
- and support documentation
Conduct:
- call reviews,
- QA evaluations,
- and coaching sessions
Ensure new hires ramp quickly and meet performance expectations
Customer Experience & Service Operations
Ensure consistent, high-quality customer support across:
- phone,
- email,
- chat,
- and digital communication channels
Improve customer satisfaction through structured coaching and operational consistency
Collaborate with internal teams to streamline support workflows and reduce friction
Maintain professionalism and responsiveness across all customer interactions
Reporting, QA & Documentation
Track and analyze customer service KPIs and team performance metrics
Monitor:
- service quality,
- response times,
- escalations,
- and productivity trends
Maintain accurate documentation and adherence to operational processes
Ensure service standards and quality benchmarks remain consistent
✅ Required Experience & Skills
10+ years of customer service leadership or supervisory experience
Experience managing offshore or distributed customer service teams
Strong spoken and written English communication skills
Experience using:
- customer service platforms,
- ticketing systems,
- VOIP tools,
- and communication software
Strong coaching, mentoring, and performance management abilities
Ability to manage priorities independently in a remote environment
⭐ Preferred Qualifications
Experience supporting U.S.-based customers
Background in:
- facility management,
- energy,
- SaaS,
- or tech-enabled services
Startup or high-growth operational experience
Experience building or improving customer service training systems
🧠 What Makes You a Great Fit
- You lead with accountability, structure, and professionalism
- You are calm under pressure and confident handling escalations
- You genuinely enjoy coaching and developing people
- You are highly organized and operationally disciplined
- You thrive in fast-paced remote environments
- You focus on consistency, quality, and customer satisfaction
📅 What a Typical Day Looks Like
Your day may include:
- Coaching and supporting customer service agents
- Reviewing calls, tickets, and QA performance
- Conducting onboarding and training sessions
- Handling escalated customer situations
- Reviewing service metrics and team KPIs
- Collaborating with internal departments to improve workflows
- Updating SOPs, scripts, and training documentation
In short:
You ensure the customer service team performs at a high level while delivering a professional and consistent customer experience.
📊 Key Metrics for Success (KPIs)
- Customer satisfaction and service quality scores
- Team productivity and operational efficiency
- Training effectiveness and onboarding success
- Escalation resolution quality and speed
- QA consistency and process adherence
- Employee performance improvement over time
🌟 Why This Role Stands Out
- Lead and shape a remote customer support operation
- Direct impact on customer experience and team performance
- Opportunity to improve systems, training, and operational quality
- Work closely with leadership in a growing environment
- Remote flexibility with long-term growth potential
🧪 Interview Process
- Initial Phone Screen
- Video Interview with Pavago Recruiter
- Practical Assessment
- Client Interview
- Offer & Onboarding
👉 Apply Now
If you’re:
- an experienced customer service leader,
- passionate about coaching and operational excellence,
- and confident managing remote support teams,
we’d love to hear from you.
