Senior Customer Service Lead & Trainer

Senior Customer Service Lead & Trainer (Team Leadership, QA & Training) – Remote | EST

Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (EST)

About the Role

We’re hiring a Senior Customer Service Lead & Trainer to lead, coach, and scale a remote customer service team supporting U.S.-based customers.

This is not just a supervisory role — you will own team performance, training systems, and service quality.

You’ll be responsible for turning a group of agents into a high-performing, consistent, and accountable team.

If you’ve led remote teams, built training systems, and improved performance — this role is built for you.

What You’ll Own

Team Leadership & Performance Management (Core Responsibility)

• Lead and manage offshore customer service agents
• Monitor team KPIs and daily performance
• Provide structured coaching and feedback
• Handle escalations and complex customer issues
• Drive accountability and performance improvement

Training & Onboarding (Critical)

• Own onboarding process for all new hires
• Develop and maintain:
• Training materials
• SOPs
• Call scripts
• Conduct:
• Call reviews
• Quality audits
• Coaching sessions
• Ensure new hires ramp quickly and effectively

Quality Assurance & Customer Experience

• Maintain high standards across:
• Phone support
• Email/chat channels
• Ensure consistency in tone, accuracy, and service quality
• Improve CSAT and customer experience outcomes
• Standardize service delivery across the team

Operations & Process Improvement

• Identify gaps in workflows and customer experience
• Work cross-functionally to improve systems and processes
• Reduce escalations through better training and systems
• Build scalable support processes

Tools, Reporting & Documentation

• Use customer service platforms and VOIP systems
• Track and report on:
• CSAT
• Response times
• Resolution rates
• Agent productivity
• Ensure accurate documentation and SOP adherence

What Makes You a Strong Fit

• You are a leader first, not just a manager
• You know how to coach and improve people
• You care deeply about customer experience and quality
• You are structured, organized, and process-driven
• You stay calm and decisive under pressure

Required Experience & Skills

• 10+ years experience in customer service leadership
• Proven experience managing remote/offshore teams
• Strong English communication (verbal + written)
• Experience with:
• Customer support platforms (e.g., Zendesk, Freshdesk, Salesforce Service Cloud)
• VOIP/call systems
• Strong ability to manage priorities in a remote environment

Nice to Have

• Experience supporting U.S.-based customers
• Background in:
• Facility management
• Energy
• Tech-enabled services
• Experience in:
• Startups
• Scaling teams
• Experience building training programs from scratch

What a Typical Day Looks Like

• Review team performance and KPIs
• Coach agents and provide feedback
• Conduct call reviews and QA checks
• Support onboarding and training sessions
• Handle escalations and complex cases
• Collaborate with internal teams on improvements

In short:
You ensure the team performs at a high, consistent level — every day.

Key Metrics (KPIs)

• Customer satisfaction (CSAT) and service quality
• Team productivity and performance metrics
• Training effectiveness and onboarding success
• Escalation resolution speed and quality
• Process adherence and consistency

Why This Role Stands Out

• High ownership of team performance and outcomes
• Direct impact on customer experience and retention
• Opportunity to build and scale training systems
• Leadership visibility and influence across operations
• Growth path into senior operations or CX leadership roles

Interview Process

• Initial Phone Screen
• Video Interview with Pavago Recruiter
• Practical Assessment (training/QA scenario)
• Client Interview
• Offer & Onboarding

If you:

• Have led remote customer service teams
• Know how to coach, train, and improve performance
• Thrive in fast-paced, high-accountability environments

This role is a strong fit.