Senior Customer Service Lead & Trainer
Senior Customer Service Lead & Trainer – Remote | Team Leadership & Customer Experience
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (EST)
About the Role
At Pavago , one of our clients is hiring a 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, training, quality assurance, escalations, and overall customer experience .
You’ll be responsible for ensuring agents consistently deliver professional, efficient, and high-quality support across phone, email, chat, and other digital channels.
If you’re an experienced customer service leader who knows how to coach 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 agent performance.
- Hold team members accountable to service and productivity standards.
- Identify performance gaps and implement improvement plans.
- Support a consistent, high-performing remote team culture.
Training & Onboarding
- Own onboarding and training for new customer service hires.
- Develop and maintain:
- Training materials
- SOPs
- Call scripts
- Customer service guidelines
- Quality standards
- Conduct structured training and coaching sessions.
- Review calls and customer interactions for training opportunities.
- Ensure new hires are fully prepared before independently handling customers.
- Continuously improve training 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, and customer handling.
- Track improvement following coaching sessions.
- Maintain consistent QA standards across the support operation.
Customer Experience & Escalations
- Handle complex or escalated customer concerns professionally.
- Ensure customers receive consistent support across:
- Phone
- Chat
- 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.
Reporting & Support Operations
- 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.
- Collaborate with other departments to resolve recurring customer or operational issues.
Required Experience & Skills
-
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.
- Strong escalation management and customer problem-solving skills.
- Excellent spoken and written English.
- Strong organizational and multitasking abilities.
- Experience with:
- Customer support platforms
- VOIP systems
- Ticketing systems
- Digital communication tools
- Comfortable working independently in a remote environment.
- Ability to work U.S. EST business hours .
Nice to Have
- Experience supporting U.S.-based customers.
- Backgrou