Senior Customer Service Lead & Trainer

Senior Customer Service Lead & Trainer – Team Leadership & Customer Experience | Remote

Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (EST)
About the Role

At Pavago , one of our clients is hiring an experienced Senior Customer Service Lead & Trainer to lead, coach, and develop a remote customer support team serving U.S.-based customers.

This is more than a traditional customer service position. You’ll take ownership of team performance, employee training, quality assurance, escalations, and overall customer experience .

You’ll ensure agents consistently deliver professional, efficient, and high-quality support across phone, email, chat, and other digital channels while using coaching and performance data to continuously improve the team.

If you’re an experienced customer service leader who knows how to develop people, improve performance, maintain accountability, and build strong service standards , this role is a strong fit.
What You’ll Own
Team Leadership & Performance

- Lead and manage a distributed customer service team

- Monitor agent productivity, quality, attendance, and KPI performance

- Conduct regular one-on-one coaching and performance reviews

- Provide clear, actionable feedback to improve performance

- Hold team members accountable to service and productivity standards

- Identify performance gaps and implement improvement plans

- Track progress following coaching and corrective actions

- Build a consistent, accountable, and high-performing remote team culture

Training & Onboarding

- Own onboarding and training for new customer service hires

- Develop and maintain:

- Training materials

- Standard Operating Procedures (SOPs)

- Call scripts

- Customer service guidelines

- Quality standards

- Conduct structured training and coaching sessions

- Review calls and customer interactions to identify training opportunities

- Ensure new hires are fully prepared before independently handling customers

- Continuously improve training programs based on recurring performance gaps

Quality Assurance & Coaching

- Conduct regular call reviews and QA evaluations

- Monitor adherence to scripts, processes, and customer experience standards

- Identify recurring quality issues across the team

- Coach agents on:

- Communication

- Professionalism

- Problem-solving

- Customer handling

- Process adherence

- Track improvement following coaching sessions

- Maintain consistent QA standards across the customer support operation

Customer Experience & Escalations

- Handle complex or escalated customer concerns professionally

- Ensure customers receive consistent support across:

- Phone

- Email

- Chat

- Other digital communication channels

- Maintain high standards for tone, responsiveness, and professionalism

- Identify recurring customer pain points and recommend improvements

- Help resolve operational issues affecting customer satisfaction

- Support agents in navigating difficult or sensitive customer situations

Customer Support Operations & Reporting

- Track and report on:

- Customer satisfaction

- Response times

- Resolution rates

- Agent productivity

- QA scores

- Training performance

- Maintain accurate documentation and operational records

- Use customer service platforms, VOIP systems, ticketing tools, and reporting systems effectively

- Identify trends and recurring performance issues through support data

- Collaborate with other departments to resolve recurring customer or operational issues

Requirements

-
10+ years of experience in customer service leadership, support supervision, or customer operations management

- Proven experience managing remote and/or offshore customer service teams

- Strong experience with employee coaching, training, and performance management

- Experience conducting call reviews and quality assurance evaluations

- Strong escalation management and customer problem-solving skills

- Excellent spoken and wri