Senior Customer Service Lead & Trainer

Role brief

Senior Customer Service Lead & Trainer – Remote | Team Leadership & Customer ExperiencePosition Type: Full-Time, Remote Working Hours: U.S. Business Hours (EST) About the RoleAt 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 managementOnboarding and trainingCoaching and performance improvementEscalation handlingCustomer experience consistencyYou 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 leaderConfident managing offshore teamsStrong in coaching and quality controlCalm under pressureHighly organized and process-drivenThis role is a strong fit.What You’ll OwnTeam Leadership & Performance ManagementLead, support, and manage a remote customer service teamMonitor agent productivity, service quality, and KPI performanceConduct regular coaching sessions and performance reviewsProvide actionable feedback to improve customer interactionsHandle escalated customer concerns and complex service issuesMaintain accountability and performance consistency across the teamTraining & OnboardingOwn onboarding and training for new customer service hiresDevelop and maintain:Training materialsSOPsScriptsCustomer service standardsConduct:Call reviewsQuality assurance checksPerformance evaluationsEnsure agents are fully prepared to handle customer interactions confidently and professionallyCustomer Experience & Service QualityEnsure high-quality customer support across:PhoneEmailChatDigital communication channelsMaintain consistency in tone, professionalism, and customer experienceImprove customer satisfaction through proactive coaching and workflow improvementsIdentify recurring service gaps and operational inefficienciesOperations, Reporting & DocumentationTrack and report on:Customer satisfactionResponse timesResolution ratesTeam productivityQA performanceEnsure accurate documentation and adherence to internal processesUse customer service platforms, VOIP systems, and reporting tools effectivelyMaintain visibility into team performance and operational metricsWhat Makes You a Strong FitStrong leadership and coaching abilityCustomer-first mindset with high quality standardsOrganized, reliable, and operationally disciplinedComfortable managing remote and offshore teamsCalm and professional under pressureStrong communicator with excellent follow-throughAdaptable in fast-paced operational environmentsRequirementsExperience10+ years of experience in:Customer service leadershipSupport team supervisionCustomer operations managementProven experience managing:Offshore teamsDistributed remote support environmentsCommunication & Leadership SkillsStrong spoken and written English communicationExcellent coaching and people management skillsAbility to manage escalations professionallyStrong organizational and multitasking abilitiesTechnical & Operational SkillsExperience using:Customer support platformsVOIP systemsTicketing and communication toolsComfortable working independently in a remote environmentAbility to prioritize tasks and manage team workflows efficientlyNice to HaveExperience supporting U.S.-based customersBackground in:Facility managementEnergyTech-enabled servicesExperience working in:Startup environmentsScaling operational teamsKPI-driven support organizationsTools & PlatformsCustomer Service PlatformsVOIP SystemsTicketing & Support ToolsGoogle WorkspaceReporting & QA SystemsWhat a Typical Day Looks LikeSupport and coach customer service agentsReview customer calls and QA metricsConduct onboarding and training sessionsHandle escalated customer issuesMonitor team KPIs and service qualityCollaborate with internal departments on operational improvementsMaintain documentation, workflows, and support standardsIn short: you ensure the customer service team performs consistently, delivers high-quality support, and maintains a strong customer experience across all interactions. Key Metrics for Success (KPIs)Customer satisfaction and service quality scoresTeam productivity and operational performanceTraining effectiveness and onboarding successEscalation resolution efficiencyProcess adherence and QA consistencyTeam reliability and performance improvementWhy This Role Stands OutLeadership ownership within a growing remote support environmentDirect impact on customer experience and team performanceOpportunity to shape training systems and support standardsStrong operational visibility and cross-functional collaborationGrowth opportunities into:Customer Support ManagerHead of Customer ExperienceOperations LeadershipTraining & Quality ManagementInterview ProcessInitial Phone ScreenVideo Interview with Pavago RecruiterPractical AssessmentClient InterviewOffer & OnboardingApply NowIf you:Enjoy leading and developing customer support teamsThrive in high-accountability environmentsCare deeply about customer experience and service qualityCan coach teams while managing operations effectivelyThis is a strong opportunity to lead, train, and elevate a high-performing remote customer service team. Originally posted on Himalayas