Senior Customer Service Lead & Trainer

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.