Senior Customer Service Lead & Trainer

Senior Customer Service Lead & Trainer Position Type: Full-Time, Remote Working Hours: U.S. Business Hours (EST) Location: Remote (LATAM, Philippines, Pakistan, South Africa Preferred) About the Role 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. What You’ll Own Team Leadership & Performance Management • 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 Training & Onboarding • 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 Customer Experience & Service Operations • 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 Reporting, Tools & Documentation • 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 What Makes You a Great Fit • 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 Required Experience & Skills • 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 Preferred Experience • 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 What a Typical Day Looks Like 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. Key Metrics for Success (KPIs) • 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 Interview Process • Initial Phone Screen • Video Interview with Pavago Recruiter • Practical Assessment • Client Interview • Offer & Onboarding #CustomerService #CustomerSupport #TeamLead #CustomerExperience #RemoteJobs #CallCenter #Operations #Training #Leadership #RemoteWork #CustomerSuccess