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...