Senior Customer Service Lead & Trainer – Team Leadership & Customer Experience | Remote
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (EST)
About the Role
At Pavago, one of our clients is hiring an experienced Senior Customer Service Lead & Trainer to lead, coach, and develop a remote customer support team serving U.S.-based customers.
This is more than a traditional customer service position. You’ll take ownership of team performance, employee training, quality assurance, escalations, and overall customer experience.
You’ll ensure agents consistently deliver professional, efficient, and high-quality support across phone, email, chat, and other digital channels while using coaching and performance data to continuously improve the team.
If you’re an experienced customer service leader who knows how to develop people, improve performance, maintain accountability, and build strong service standards, this role is a strong fit.
What You’ll Own
Team Leadership & Performance
- Lead and manage a distributed customer service team
- Monitor agent productivity, quality, attendance, and KPI performance
- Conduct regular one-on-one coaching and performance reviews
- Provide clear, actionable feedback to improve performance
- Hold team members accountable to service and productivity standards
- Identify performance gaps and implement improvement plans
- Track progress following coaching and corrective actions
- Build a consistent, accountable, and high-performing remote team culture
Training & Onboarding
- Own onboarding and training for new customer service hires
- Develop and maintain:
- Training materials
- Standard Operating Procedures (SOPs)
- Call scripts
- Customer service guidelines
- Quality standards
- Conduct structured training and coaching sessions
- Review calls and customer interactions to identify training opportunities
- Ensure new hires are fully prepared before independently handling customers
- Continuously improve training programs based on recurring performance gaps
Quality Assurance & Coaching
- Conduct regular call reviews and QA evaluations
- Monitor adherence to scripts, processes, and customer experience standards
- Identify recurring quality issues across the team
- Coach agents on:
- Communication
- Professionalism
- Problem-solving
- Customer handling
- Process adherence
- Track improvement following coaching sessions
- Maintain consistent QA standards across the customer support operation
Customer Experience & Escalations
- Handle complex or escalated customer concerns professionally
- Ensure customers receive consistent support across:
- Phone
- Email
- Chat
- Other digital communication channels
- Maintain high standards for tone, responsiveness, and professionalism
- Identify recurring customer pain points and recommend improvements
- Help resolve operational issues affecting customer satisfaction
- Support agents in navigating difficult or sensitive customer situations
Customer Support Operations & Reporting
- Track and report on:
- Customer satisfaction
- Response times
- Resolution rates
- Agent productivity
- QA scores
- Training performance
- Maintain accurate documentation and operational records
- Use customer service platforms, VOIP systems, ticketing tools, and reporting systems effectively
- Identify trends and recurring performance issues through support data
- Collaborate with other departments to resolve recurring customer or operational issues
Requirements
- 10+ years of experience in customer service leadership, support supervision, or customer operations management
- Proven experience managing remote and/or offshore customer service teams
- Strong experience with employee coaching, training, and performance management
- Experience conducting call reviews and quality assurance evaluations
- Strong escalation management and customer problem-solving skills
- Excellent spoken and written English
- Strong organizational and multitasking abilities
- Experience working with:
- Customer support platforms
- VOIP systems
- Ticketing systems
- Digital communication tools
- Comfortable working independently in a remote environment
- Ability to work U.S. EST business hours
Nice to Have
- Experience supporting U.S.-based customers
- Background in:
- Facility Management
- Energy
- Tech-enabled services
- Experience working in startup or high-growth environments
- Experience scaling customer support teams
- Strong knowledge of KPI-driven customer service operations
- Experience developing:
- SOPs
- QA scorecards
- Training programs
- Coaching frameworks
What Makes You a Strong Fit
You’ll likely thrive in this role if you:
- Know how to lead and develop people, not simply supervise them
- Can give direct, constructive feedback professionally
- Hold team members accountable while maintaining strong morale
- Stay calm and solutions-focused during difficult escalations
- Have high standards for customer communication and service quality
- Understand how to use QA and performance data to improve agent performance
- Are highly organized and consistent with follow-through
- Can effectively manage a distributed team without constant oversight
- Know how to turn recurring performance issues into structured coaching and training opportunities
What a Typical Day Looks Like
Your day may start by reviewing team performance, attendance, customer service KPIs, and any outstanding escalations.
You’ll listen to calls, complete QA evaluations, coach agents on communication and performance, and conduct onboarding or training sessions where needed.
Throughout the day, you may handle escalated customer concerns, review response and resolution times, identify recurring service issues, update SOPs or scripts, and coordinate with internal teams on operational improvements.
You’ll also monitor agents requiring additional coaching and ensure improvement plans are producing measurable results.
In short: you ensure the customer service team is well-trained, accountable, consistent, and capable of delivering an excellent customer experience.
Key Metrics for Success
- Customer Satisfaction (CSAT)
- Quality assurance scores
- Response and resolution times
- Agent productivity
- Training and onboarding effectiveness
- Escalation resolution rates
- Process and SOP adherence
- Performance improvement following coaching
- Overall team reliability and consistency
Why This Role Stands Out
- High ownership over customer service quality and team performance
- Direct influence on how agents are trained, coached, and developed
- Opportunity to shape QA standards and training systems
- Leadership responsibility within a growing remote support environment
- Strong visibility across operations and customer experience
- Career growth opportunities into:
- Customer Support Manager
- Head of Customer Experience
- Training & Quality Manager
- Customer Operations Leadership
Interview Process
- Initial Application
- Spark Hire One-Way Video Interview
- Video Interview with Pavago Recruiter
- Practical Assessment
- Client Interview
- Offer & Onboarding
Spark Hire Video Interview – Required
As part of the application process, all candidates are required to complete a one-way video interview through Spark Hire.
After completing the first step of your application, you’ll receive a Spark Hire invitation by email with instructions to record and submit your video responses.
Completion of the Spark Hire video is required to be considered for the next stage. Please check your inbox as well as your spam or junk folder for the invitation.
Apply Now
If you have extensive customer service leadership experience and enjoy coaching teams, improving service quality, developing training programs, and building accountable support operations, we’d love to hear from you.
Apply today and take ownership of a remote customer service team where your leadership will directly influence both agent performance and the customer experience.
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