Senior Customer Service Lead & Trainer

Senior Customer Service Lead & Trainer (Team Leadership, QA & Training) – Remote | EST Position Type: Full-Time, Remote Working Hours: U.S. Business Hours (EST) About the Role We’re hiring a Senior Customer Service Lead & Trainer to lead, coach, and scale a remote customer service team supporting U.S.-based customers. This is not just a supervisory role — you will own team performance, training systems, and service quality. 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.