Senior Customer Service Lead & Trainer

Job Description

💼 Senior Customer Service Lead & Trainer

Full-Time Remote | U.S. Business Hours (EST)

🚀 About the Role

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

This is not just a supervisory role — you will play a direct role in:

• improving team performance,
• developing training systems,
• maintaining service quality,
• handling escalations,
• and ensuring a consistently excellent customer experience.

You’ll work closely with offshore customer service representatives while partnering with leadership to improve workflows, strengthen communication standards, and build a high-performing support culture.

If you are a strong coach, calm under pressure, and passionate about customer experience and team development — this role is for you.

🔥 What You’ll Own

Team Leadership & Performance Management

• Lead, support, and manage remote customer service representatives
• Monitor daily team performance and service quality
• Conduct regular coaching sessions and performance reviews
• Provide clear, actionable feedback to improve communication and efficiency
• Handle escalated customer interactions professionally and effectively
• Foster a customer-first, accountability-driven support culture

Training & Onboarding

• Own onboarding and training processes for new customer service hires
• Develop and maintain:
• training materials,
• SOPs,
• scripts,
• call standards,
• and support documentation
• Conduct:
• call reviews,
• QA evaluations,
• and coaching sessions
• Ensure new hires ramp quickly and meet performance expectations

Customer Experience & Service Operations

• Ensure consistent, high-quality customer support across:
• phone,
• email,
• chat,
• and digital communication channels
• Improve customer satisfaction through structured coaching and operational consistency
• Collaborate with internal teams to streamline support workflows and reduce friction
• Maintain professionalism and responsiveness across all customer interactions

Reporting, QA & Documentation

• Track and analyze customer service KPIs and team performance metrics
• Monitor:
• service quality,
• response times,
• escalations,
• and productivity trends
• Maintain accurate documentation and adherence to operational processes
• Ensure service standards and quality benchmarks remain consistent

✅ Required Experience & Skills

• 10+ years of customer service leadership or supervisory experience
• Experience managing offshore or distributed customer service teams
• Strong spoken and written English communication skills
• Experience using:
• customer service platforms,
• ticketing systems,
• VOIP tools,
• and communication software
• Strong coaching, mentoring, and performance management abilities
• Ability to manage priorities independently in a remote environment

⭐ Preferred Qualifications

• Experience supporting U.S.-based customers
• Background in:
• facility management,
• energy,
• SaaS,
• or tech-enabled services
• Startup or high-growth operational experience
• Experience building or improving customer service training systems

🧠 What Makes You a Great Fit

• You lead with accountability, structure, and professionalism
• You are calm under pressure and confident handling escalations
• You genuinely enjoy coaching and developing people
• You are highly organized and operationally disciplined
• You thrive in fast-paced remote environments
• You focus on consistency, quality, and customer satisfaction

📅 What a Typical Day Looks Like

Your day may include:

• Coaching and supporting customer service agents
• Reviewing calls, tickets, and QA performance
• Conducting onboarding and training sessions
• Handling escalated customer situations
• Reviewing service metrics and team KPIs
• Collaborating with internal departments to improve workflows
• Updating SOPs, scripts, and training documentation

In short:
You ensure the customer service team performs at a high level while delivering a professional and consistent customer experience.

📊 Key Metrics for Success (KPIs)

• Customer satisfaction and service quality scores
• Team productivity and operational efficiency
• Training effectiveness and onboarding success
• Escalation resolution quality and speed
• QA consistency and process adherence
• Employee performance improvement over time

🌟 Why This Role Stands Out

• Lead and shape a remote customer support operation
• Direct impact on customer experience and team performance
• Opportunity to improve systems, training, and operational quality
• Work closely with leadership in a growing environment
• Remote flexibility with long-term growth potential

🧪 Interview Process

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

👉 Apply Now

If you’re:

• an experienced customer service leader,
• passionate about coaching and operational excellence,
• and confident managing remote support teams,

we’d love to hear from you.