Pavago
Staffing and Recruiting
SeniorCustomerServiceLead&Trainer
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Customer Service Lead & Trainer at Pavago. Skills: Team Leadership, Customer Experience, Training, Quality Control. Lead customer service team. Monitor agent productivity”
What You'll Achieve.
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
Industry & Context.
Ability to manage escalations professionally; Identify recurring service gaps; Identify operational inefficiencies
What They're Looking For.
Must Have
10+ years of experience in customer service leadership, 10+ years of experience in support team supervision, 10+ years of experience in customer operations management, Proven experience managing offshore teams, Proven experience managing distributed remote support environments, Spoken and written English communication, Excellent coaching and people management skills, Ability to manage escalations professionally, Organizational and multitasking abilities, Experience using customer support platforms, Experience using VOIP systems, Experience using 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, Background in energy, Background in tech-enabled services, Experience working in startup environments, Experience scaling operational teams, Experience in KPI-driven support organizations
What You'll Do.
Lead customer service team
Monitor agent productivity
Conduct coaching sessions
Handle escalated customer concerns
Own onboarding and training
Develop training materials
Ensure high-quality customer support
Maintain customer experience consistency
Track and report on customer satisfaction
Ensure accurate documentation
How You'll Work.
Team & Collaboration
Collaborate with internal departments on operational improvements
Communication Scope
Spoken and written English communication; Excellent coaching and people management skills
Full Job Description
### **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 communicati
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