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 development, Quality assurance. Lead customer service team. Support customer service team”
What You'll Achieve.
Ensure customer service team performs consistently; Ensure high-quality support delivery; Maintain customer experience across interactions
Industry & Context.
Root cause analysis
What They're Looking For.
Must Have
10+ years customer service leadership, 10+ years support team supervision, 10+ years customer operations management, Proven experience managing offshore teams, Proven experience managing distributed remote support environments, Fluent 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 remote environment, Ability to prioritize tasks, Ability to manage team workflows efficiently
Nice to Have
Experience supporting U.S.-based customers, Facility management background, Energy sector background, Tech-enabled services background, Experience working in startup environments, Experience scaling operational teams, Experience in KPI-driven support organizations
What You'll Do.
Lead customer service team
Support customer service team
Manage customer service team
Monitor agent productivity
Monitor service quality
Monitor KPI performance
Conduct coaching sessions
Conduct performance reviews
Provide actionable feedback
Handle escalated customer concerns
Handle complex service issues
Maintain team accountability
Maintain performance consistency
Own onboarding for new hires
Own training for new hires
Develop training materials
Maintain training materials
Develop customer service standards
Maintain customer service standards
Conduct quality assurance checks
Conduct performance evaluations
Ensure agents are prepared
Ensure high-quality customer support
Maintain consistency in tone
Maintain consistency in professionalism
Maintain consistency in customer experience
Improve customer satisfaction
Identify service gaps
Identify operational inefficiencies
Track customer satisfaction
Track resolution rates
Track team productivity
Ensure accurate documentation
Ensure adherence to internal processes
Use customer service platforms
How You'll Work.
Team & Collaboration
Collaborate with internal departments
Communication Scope
English communication
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 communication channel
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