Senior Customer Service Lead & Trainer

Job Title: Senior Customer Service Lead & Trainer

Position Type: Full-Time, Remote

Working Hours: U.S. business hours (EST)

About the role

We are seeking a Senior Customer Service Lead & Trainer to lead and support a remote customer service team serving U.S.-based customers. This role focuses on team leadership, training, performance management, and service quality.

You will be responsible for onboarding new hires, coaching existing team members, monitoring KPIs, and ensuring a consistent and professional customer experience across all support channels.

Responsibilities

Team Leadership & Performance
Lead, manage, and support offshore customer service agents
Monitor team performance and provide regular coaching and feedback
Handle escalations and complex customer interactions when needed
Training & Onboarding
Own onboarding and training for new customer service hires
Conduct call reviews and quality checks
Maintain training materials, scripts, and service standards
Customer Experience & Operations
Ensure high-quality customer support across phone and digital channels
Maintain service consistency and customer satisfaction
Work with internal teams to improve workflows and processes
Tool, Reporting & Documentation
Use customer service and communication tools effectively
Track performance metrics and service KPIs
Ensure accurate documentation and process adherence

What Makes You a Perfect Fit

Strong leadership and coaching skills

Customer-first mindset with attention to quality

Organized, reliable, and comfortable managing remote teams

Confident communicator with a calm approach under pressure

Adaptable in fast-paced environments

Required Experience & Skills (Minimum)

10+ years of experience leading or supervising customer service teams

Experience managing offshore or distributed teams

Strong spoken and written English communication skills

Experience using customer service platforms and VOIP systems

Ability to manage priorities in a remote setting

Ideal Experience & Skills

Experience supporting U.S.-based customers

Background in facility management, energy, or tech-enabled services

Experience in startup or scaling environments

What Does a Typical Day Look Like ?

You will

Support and coach customer service agents

Review calls and performance metrics

Assist with onboarding and training

Handle escalations and service issues

Collaborate with internal teams

In essence: you ensure the team performs consistently while delivering a strong customer experience.

Key Metrics for Success (KPIs)

• Customer satisfaction and service quality
• Team productivity and performance
• Training effectiveness and onboarding success
• Escalation resolution and process adherence

Interview Process

Initial Phone Screen

Video Interview with Pavago Recruiter

Practical Assessment

Client Interview

Offer & Onboarding

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