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.