Senior Customer Service Lead & Trainer

Job Description

Job Title: Senior Customer Service Lead & Trainer

Position Type: Full-Time, Remote

Working Hours: U.S. business hours (EST)

About the role

We are seeking a Senior Customer Service Lead & Trainer to lead and support a remote customer service team serving U.S.-based customers. This role focuses on team leadership, training, performance management, and service quality.

You will be responsible for onboarding new hires, coaching existing team members, monitoring KPIs, and ensuring a consistent and professional customer experience across all support channels.

Responsibilities

Team Leadership & Performance

• Lead, manage, and support offshore customer service agents
• Monitor team performance and provide regular coaching and feedback
• Handle escalations and complex customer interactions when needed

Training & Onboarding

• Own onboarding and training for new customer service hires
• Conduct call reviews and quality checks
• Maintain training materials, scripts, and service standards

Customer Experience & Operations

• Ensure high-quality customer support across phone and digital channels
• Maintain service consistency and customer satisfaction
• Work with internal teams to improve workflows and processes

Tool, Reporting & Documentation

• Use customer service and communication tools effectively
• Track performance metrics and service KPIs
• Ensure accurate documentation and process adherence

What Makes You a Perfect Fit

• Strong leadership and coaching skills
• Customer-first mindset with attention to quality
• Organized, reliable, and comfortable managing remote teams
• Confident communicator with a calm approach under pressure
• Adaptable in fast-paced environments

Required Experience & Skills (Minimum)

• 5+ years of experience leading or supervising customer service teams
• Experience managing offshore or distributed teams
• Strong spoken and written English communication skills
• Experience using customer service platforms and VOIP systems
• Ability to manage priorities in a remote setting

Ideal Experience & Skills

• Experience supporting U.S.-based customers
• Background in facility management, energy, or tech-enabled services
• Experience in startup or scaling environments

What Does a Typical Day Look Like ?

You will:

• Support and coach customer service agents
• Review calls and performance metrics
• Assist with onboarding and training
• Handle escalations and service issues
• Collaborate with internal teams

In essence: you ensure the team performs consistently while delivering a strong customer experience.

Key Metrics for Success (KPIs)

• Customer satisfaction and service quality
• Team productivity and performance
• Training effectiveness and onboarding success
• Escalation resolution and process adherence

Interview Process

• Initial Phone Screen
• Video Interview with Pavago Recruiter
• Practical Assessment
• Client Interview
• Offer & Onboarding