Senior Customer Service Lead & Trainer

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)

10+ 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

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