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 (Must-Have)
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.
