Senior Customer Service Lead & Trainer

Job Description

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.