Job Description
Senior Customer Service Lead & Trainer
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (EST)
Location: Remote (LATAM, Philippines, Pakistan, South Africa Preferred)
About the Role
We are seeking a highly experienced Senior Customer Service Lead & Trainer to lead, coach, and support a remote customer service team serving U.S.-based customers.
This role combines leadership, performance management, onboarding, training, and customer experience oversight. You will play a critical role in ensuring agents consistently deliver professional, high-quality support while maintaining operational efficiency and service standards across all communication channels.
The ideal candidate is a strong communicator, experienced people leader, and customer service professional who thrives in fast-paced remote environments and knows how to build high-performing support teams through coaching, accountability, and process improvement.
What You’ll Own
Team Leadership & Performance Management
• Lead, manage, and support remote customer service representatives across daily operations
• Monitor individual and team performance against established KPIs and service standards
• Provide regular coaching, mentorship, and performance feedback to team members
• Handle escalated customer concerns and support complex issue resolution
• Foster accountability, professionalism, and strong customer service culture across the team
Training & Onboarding
• Own onboarding and training processes for new customer service hires
• Conduct call reviews, QA evaluations, and coaching sessions regularly
• Maintain and improve training documentation, scripts, SOPs, and service workflows
• Identify knowledge gaps and implement ongoing learning and development initiatives
• Ensure all agents are aligned with communication standards and operational procedures
Customer Experience & Service Operations
• Ensure consistent, high-quality customer support across phone, email, and digital channels
• Monitor service quality and customer satisfaction trends
• Support operational improvements that enhance customer experience and team efficiency
• Collaborate with internal departments to resolve recurring customer issues and improve workflows
• Help maintain service consistency across distributed or offshore teams
Reporting, Tools & Documentation
• Track and report on customer service KPIs, QA scores, and operational performance metrics
• Utilize customer service platforms, VOIP systems, and communication tools effectively
• Ensure accurate documentation, ticket management, and process adherence
• Assist leadership with reporting insights, staffing observations, and process recommendations
What Makes You a Great Fit
• You are a strong leader and coach who enjoys developing people and improving performance
• You maintain a customer-first mindset while balancing operational accountability
• You are organized, proactive, and comfortable managing remote or offshore teams
• You communicate calmly and professionally under pressure
• You thrive in fast-moving environments and can adapt quickly to operational changes
• You take ownership of both customer outcomes and team success
Required Experience & Skills
• 10+ years of customer service leadership or team management experience
• Experience managing offshore or distributed customer support teams
• Strong spoken and written English communication skills
• Experience using customer service software, ticketing systems, and VOIP platforms
• Strong coaching, onboarding, and performance management experience
• Ability to prioritize and manage multiple responsibilities in a remote environment
Preferred Experience
• Experience supporting U.S.-based customers and service operations
• Background in facility management, energy, home services, SaaS, or tech-enabled businesses
• Experience in startup, scaling, or high-growth operational environments
• Familiarity with QA scorecards, workforce management, or customer support analytics
What a Typical Day Looks Like
A Senior Customer Service Lead & Trainer’s day revolves around supporting agents, improving service quality, and maintaining operational consistency. You will:
• Coach and support customer service agents throughout the day
• Review calls, tickets, and QA metrics to identify coaching opportunities
• Conduct onboarding sessions and ongoing training initiatives
• Assist with escalations and complex customer situations
• Collaborate with internal teams to improve workflows and service processes
• Track team performance metrics and operational KPIs
In short: you ensure the customer service team operates efficiently, delivers excellent customer experiences, and continuously improves through structured coaching and leadership.
Key Metrics for Success (KPIs)
• Customer satisfaction and service quality scores
• Team productivity and KPI performance
• Training effectiveness and onboarding success rates
• Escalation resolution quality and response times
• QA compliance and process adherence
• Employee performance improvement and retention
Interview Process
• Initial Phone Screen
• Video Interview with Pavago Recruiter
• Practical Assessment
• Client Interview
• Offer & Onboarding
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