💼 Senior Customer Service Lead & Trainer
Full-Time Remote | U.S. Business Hours (EST)
🚀 About the Role
We’re hiring a highly experienced and people-focused Senior Customer Service Lead & Trainer to lead, coach, and elevate a remote customer service team supporting U.S.-based customers.
This is not just a supervisory role — you will play a direct role in:
- improving team performance,
- developing training systems,
- maintaining service quality,
- handling escalations,
- and ensuring a consistently excellent customer experience.
You’ll work closely with offshore customer service representatives while partnering with leadership to improve workflows, strengthen communication standards, and build a high-performing support culture.
If you are a strong coach, calm under pressure, and passionate about customer experience and team development — this role is for you.
🔥 What You’ll Own
Team Leadership & Performance Management
- Lead, support, and manage remote customer service representatives
- Monitor daily team performance and service quality
- Conduct regular coaching sessions and performance reviews
- Provide clear, actionable feedback to improve communication and efficiency
- Handle escalated customer interactions professionally and effectively
- Foster a customer-first, accountability-driven support culture
Training & Onboarding
- Own onboarding and training processes for new customer service hires
- Develop and maintain:
- training materials,
- SOPs,
- scripts,
- call standards,
- and support documentation
- Conduct:
- call reviews,
- QA evaluations,
- and coaching sessions
- Ensure new hires ramp quickly and meet performance expectations
Customer Experience & Service Operations
- Ensure consistent, high-quality customer support across:
- phone,
- email,
- chat,
- and digital communication channels
- Improve customer satisfaction through structured coaching and operational consistency
- Collaborate with internal teams to streamline support workflows and reduce friction
- Maintain professionalism and responsiveness across all customer interactions
Reporting, QA & Documentation
- Track and analyze customer service KPIs and team performance metrics
- Monitor:
- service quality,
- response times,
- escalations,
- and productivity trends
- Maintain accurate documentation and adherence to operational processes
- Ensure service standards and quality benchmarks remain consistent
✅ Required Experience & Skills
- 10+ years of customer service leadership or supervisory experience
- Experience managing offshore or distributed customer service teams
- Strong spoken and written English communication skills
- Experience using:
- customer service platforms,
- ticketing systems,
- VOIP tools,
- and communication software
- Strong coaching, mentoring, and performance management abilities
- Ability to manage priorities independently in a remote environment
⭐ Preferred Qualifications
- Experience supporting U.S.-based customers
- Background in:
- facility management,
- energy,
- SaaS,
- or tech-enabled services
- Startup or high-growth operational experience
- Experience building or improving customer service training systems
🧠 What Makes You a Great Fit
- You lead with accountability, structure, and professionalism
- You are calm under pressure and confident handling escalations
- You genuinely enjoy coaching and developing people
- You are highly organized and operationally disciplined
- You thrive in fast-paced remote environments
- You focus on consistency, quality, and customer satisfaction
📅 What a Typical Day Looks Like
Your day may include:
- Coaching and supporting customer service agents
- Reviewing calls, tickets, and QA performance
- Conducting onboarding and training sessions
- Handling escalated customer situations
- Reviewing service metrics and team KPIs
- Collaborating with internal departments to improve workflows
- Updating SOPs, scripts, and training documentation
In short:
You ensure the customer service team performs at a high level while delivering a professional and consistent customer experience.
📊 Key Metrics for Success (KPIs)
- Customer satisfaction and service quality scores
- Team productivity and operational efficiency
- Training effectiveness and onboarding success
- Escalation resolution quality and speed
- QA consistency and process adherence
- Employee performance improvement over time
🌟 Why This Role Stands Out
- Lead and shape a remote customer support operation
- Direct impact on customer experience and team performance
- Opportunity to improve systems, training, and operational quality
- Work closely with leadership in a growing environment
- Remote flexibility with long-term growth potential
🧪 Interview Process
- Initial Phone Screen
- Video Interview with Pavago Recruiter
- Practical Assessment
- Client Interview
- Offer & Onboarding
👉 Apply Now
If you’re:
- an experienced customer service leader,
- passionate about coaching and operational excellence,
- and confident managing remote support teams,
we’d love to hear from you.