Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (EST)
Location: Remote (LATAM, Philippines, Pakistan, South Africa Preferred)
We are seeking a highly experienced Senior Customer Service Lead & Trainer to lead, coach, and support a remote customer service team serving U.S.-based customers.
This role combines leadership, performance management, onboarding, training, and customer experience oversight. You will play a critical role in ensuring agents consistently deliver professional, high-quality support while maintaining operational efficiency and service standards across all communication channels.
The ideal candidate is a strong communicator, experienced people leader, and customer service professional who thrives in fast-paced remote environments and knows how to build high-performing support teams through coaching, accountability, and process improvement.
• Lead, manage, and support remote customer service representatives across daily operations
• Monitor individual and team performance against established KPIs and service standards
• Provide regular coaching, mentorship, and performance feedback to team members
• Handle escalated customer concerns and support complex issue resolution
• Foster accountability, professionalism, and strong customer service culture across the team
• Own onboarding and training processes for new customer service hires
• Conduct call reviews, QA evaluations, and coaching sessions regularly
• Maintain and improve training documentation, scripts, SOPs, and service workflows
• Identify knowledge gaps and implement ongoing learning and development initiatives
• Ensure all agents are aligned with communication standards and operational procedures
• Ensure consistent, high-quality customer support across phone, email, and digital channels
• Monitor service quality and customer satisfaction trends
• Support operational improvements that enhance customer experience and team efficiency
• Collaborate with internal departments to resolve recurring customer issues and improve workflows
• Help maintain service consistency across distributed or offshore teams
• Track and report on customer service KPIs, QA scores, and operational performance metrics
• Utilize customer service platforms, VOIP systems, and communication tools effectively
• Ensure accurate documentation, ticket management, and process adherence
• Assist leadership with reporting insights, staffing observations, and process recommendations
• You are a strong leader and coach who enjoys developing people and improving performance
• You maintain a customer-first mindset while balancing operational accountability
• You are organized, proactive, and comfortable managing remote or offshore teams
• You communicate calmly and professionally under pressure
• You thrive in fast-moving environments and can adapt quickly to operational changes
• You take ownership of both customer outcomes and team success
• 10+ years of customer service leadership or team management experience
• Experience managing offshore or distributed customer support teams
• Strong spoken and written English communication skills
• Experience using customer service software, ticketing systems, and VOIP platforms
• Strong coaching, onboarding, and performance management experience
• Ability to prioritize and manage multiple responsibilities in a remote environment
• Experience supporting U.S.-based customers and service operations
• Background in facility management, energy, home services, SaaS, or tech-enabled businesses
• Experience in startup, scaling, or high-growth operational environments
• Familiarity with QA scorecards, workforce management, or customer support analytics
A Senior Customer Service Lead & Trainer’s day revolves around supporting agents, improving service quality, and maintaining operational consistency. You will:
• Coach and support customer service agents throughout the day
• Review calls, tickets, and QA metrics to identify coaching opportunities
• Conduct onboarding sessions and ongoing training initiatives
• Assist with escalations and complex customer situations
• Collaborate with internal teams to improve workflows and service processes
• Track team performance metrics and operational KPIs
In short: you ensure the customer service team operates efficiently, delivers excellent customer experiences, and continuously improves through structured coaching and leadership.
• Customer satisfaction and service quality scores
• Team productivity and KPI performance
• Training effectiveness and onboarding success rates
• Escalation resolution quality and response times
• QA compliance and process adherence
• Employee performance improvement and retention
• Initial Phone Screen
• Video Interview with Pavago Recruiter
• Practical Assessment
• Client Interview
• Offer & Onboarding
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Pavago - Thinking Globally to Grow Locally 🌍
Welcome to Pavago, where the world is your talent pool. We believe in a borderless future where businesses can harness the best of international expertise without breaking the bank.
🌟 Why Choose Pavago?
Affordability: Find exceptional talent at 1/4 the cost of American counterparts.
Global Reach: Our vast network spans across continents, ensuring we locate the perfect fit for your unique needs.
Localized Growth: By integrating international insights and expertise, we fuel your local business growth.
Whether you're a startup looking for the right brains to get your idea off the ground, or an established company wanting to diversify your team and scale operations, Pavago is your bridge to global possibilities.
Tap into a world of talent. Let's grow, together. 🚀
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