Senior Customer Service Lead & Trainer

You’ll be responsible for turning a group of agents into a high-performing, consistent, and accountable team.

If you’ve led remote teams, built training systems, and improved performance — this role is built for you.

What You’ll Own

Team Leadership & Performance Management (Core Responsibility)

* Lead and manage offshore customer service agents
* Monitor team KPIs and daily performance
* Provide structured coaching and feedback
* Handle escalations and complex customer issues
* Drive accountability and performance improvement

Training & Onboarding (Critical)

* Own onboarding process for all new hires
* Develop and maintain:
* Training materials
* SOPs
* Call scripts

* Conduct:
* Call reviews
* Quality audits
* Coaching sessions

* Ensure new hires ramp quickly and effectively

Quality Assurance & Customer Experience

* Maintain high standards across:
* Phone support
* Email/chat channels

* Ensure consistency in tone, accuracy, and service quality
* Improve CSAT and customer experience outcomes
* Standardize service delivery across the team

Operations & Process Improvement

* Identify gaps in workflows and customer experience
* Work cross-functionally to improve systems and processes
* Reduce escalations through better training and systems
* Build scalable support processes

Tools, Reporting & Documentation

* Use customer service platforms and VOIP systems
* Track and report on:
* CSAT
* Response times
* Resolution rates
* Agent productivity

* Ensure accurate documentation and SOP adherence

What Makes You a Strong Fit

* You are a leader first, not just a manager
* You know how to coach and improve people
* You care deeply about customer experience and quality
* You are structured, organized, and process-driven
* You stay calm and decisive under pressure

Required Experience & Skills

* 10+ years experience in customer service leadership
* Proven experience managing remote/offshore teams
* Strong English communication (verbal + written)
* Experience with:
* Customer support platforms (e.g., Zendesk, Freshdesk, Salesforce Service Cloud)
* VOIP/call systems

* Strong ability to manage priorities in a remote environment

Nice to Have

* Experience supporting U.S.-based customers
* Background in:
* Facility management
* Energy
* Tech-enabled services

* Experience in:
* Startups
* Scaling teams

* Experience building training programs from scratch

What a Typical Day Looks Like

* Review team performance and KPIs
* Coach agents and provide feedback
* Conduct call reviews and QA checks
* Support onboarding and training sessions
* Handle escalations and complex cases
* Collaborate with internal teams on improvements

In short:
You ensure the team performs at a high, consistent level — every day.

Key Metrics (KPIs)

* Customer satisfaction (CSAT) and service quality
* Team productivity and performance metrics
* Training effectiveness and onboarding success
* Escalation resolution speed and quality
* Process adherence and consistency

Why This Role Stands Out

* High ownership of team performance and outcomes
* Direct impact on customer experience and retention
* Opportunity to build and scale training systems
* Leadership visibility and influence across operations
* Growth path into senior operations or CX leadership roles

Interview Process

* Initial Phone Screen
* Video Interview with Pavago Recruiter
* Practical Assessment (training/QA scenario)
* Client Interview
* Offer & Onboarding

Apply Now

If you:

* Have led remote customer service teams
* Know how to coach, train, and improve performance
* Thrive in fast-paced, high-accountability environments

This role is a strong fit.