Senior Customer Service Lead & Trainer

Senior Customer Service Lead & Trainer

Position Type: Full-Time, Remote

Working Hours: U.S. Business Hours (EST)

Location: Remote (LATAM, Philippines, Pakistan, South Africa Preferred)

About the Role

We are seeking a highly experienced Senior Customer Service Lead & Trainer to lead, coach, and support a remote customer service team serving U.S.-based customers.

This role combines leadership, performance management, onboarding, training, and customer experience oversight. You will play a critical role in ensuring agents consistently deliver professional, high-quality support while maintaining operational efficiency and service standards across all communication channels.

The ideal candidate is a strong communicator, experienced people leader, and customer service professional who thrives in fast-paced remote environments and knows how to build high-performing support teams through coaching, accountability, and process improvement.

What You’ll Own

Team Leadership & Performance Management

• Lead, manage, and support remote customer service representatives across daily operations

• Monitor individual and team performance against established KPIs and service standards

• Provide regular coaching, mentorship, and performance feedback to team members

• Handle escalated customer concerns and support complex issue resolution

• Foster accountability, professionalism, and strong customer service culture across the team

Training & Onboarding

• Own onboarding and training processes for new customer service hires

• Conduct call reviews, QA evaluations, and coaching sessions regularly

• Maintain and improve training documentation, scripts, SOPs, and service workflows

• Identify knowledge gaps and implement ongoing learning and development initiatives

• Ensure all agents are aligned with communication standards and operational procedures

Customer Experience & Service Operations

• Ensure consistent, high-quality customer support across phone, email, and digital channels

• Monitor service quality and customer satisfaction trends

• Support operational improvements that enhance customer experience and team efficiency

• Collaborate with internal departments to resolve recurring customer issues and improve workflows

• Help maintain service consistency across distributed or offshore teams

Reporting, Tools & Documentation

• Track and report on customer service KPIs, QA scores, and operational performance metrics

• Utilize customer service platforms, VOIP systems, and communication tools effectively

• Ensure accurate documentation, ticket management, and process adherence

• Assist leadership with reporting insights, staffing observations, and process recommendations

What Makes You a Great Fit

• You are a strong leader and coach who enjoys developing people and improving performance

• You maintain a customer-first mindset while balancing operational accountability

• You are organized, proactive, and comfortable managing remote or offshore teams

• You communicate calmly and professionally under pressure

• You thrive in fast-moving environments and can adapt quickly to operational changes

• You take ownership of both customer outcomes and team success

Required Experience & Skills

• 10+ years of customer service leadership or team management experience

• Experience managing offshore or distributed customer support teams

• Strong spoken and written English communication skills

• Experience using customer service software, ticketing systems, and VOIP platforms

• Strong coaching, onboarding, and performance management experience

• Ability to prioritize and manage multiple responsibilities in a remote environment

Preferred Experience

• Experience supporting U.S.-based customers and service operations

• Background in facility management, energy, home services, SaaS, or tech-enabled businesses

• Experience in startup, scaling, or high-growth operational environments

• Familiarity with QA scorecards, workforce management, or customer support analytics

What a Typical Day Looks Like

A Senior Customer Service Lead & Trainer’s day revolves around supporting agents, improving service quality, and maintaining operational consistency. You will:

• Coach and support customer service agents throughout the day

• Review calls, tickets, and QA metrics to identify coaching opportunities

• Conduct onboarding sessions and ongoing training initiatives

• Assist with escalations and complex customer situations

• Collaborate with internal teams to improve workflows and service processes

• Track team performance metrics and operational KPIs

In short: you ensure the customer service team operates efficiently, delivers excellent customer experiences, and continuously improves through structured coaching and leadership.

Key Metrics for Success (KPIs)

• Customer satisfaction and service quality scores

• Team productivity and KPI performance

• Training effectiveness and onboarding success rates

• Escalation resolution quality and response times

• QA compliance and process adherence

• Employee performance improvement and retention

Interview Process

• Initial Phone Screen

• Video Interview with Pavago Recruiter

• Practical Assessment

• Client Interview

• Offer & Onboarding

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