Job Description
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 strengthen a remote customer support team serving U.S.-based customers. This is not just a customer service role — it’s a leadership and quality ownership position focused on: Team management Onboarding and training Coaching and performance improvement Escalation handling Customer experience consistency You will play a key role in ensuring customer service agents operate at a high standard across phone, email, and digital support channels while maintaining strong team accountability and service quality. If you are: An experienced customer service leader Confident managing offshore teams Strong in coaching and quality control Calm under pressure Highly organized and process-driven This role is a strong fit. What You’ll Own Team Leadership & Performance Management Lead, support, and manage a remote customer service team Monitor agent productivity, service quality, and KPI performance Conduct regular coaching sessions and performance reviews Provide actionable feedback to improve customer interactions Handle escalated customer concerns and complex service issues Maintain accountability and performance consistency across the team Training & Onboarding Own onboarding and training for new customer service hires Develop and maintain: Training materials SOPs Scripts Customer service standards Conduct: Call reviews Quality assurance checks Performance evaluations Ensure agents are fully prepared to handle customer interactions confidently and professionally Customer Experience & Service Quality Ensure high-quality customer support across: Phone Email Chat Digital communication channels Maintain consistency in tone, professionalism, and customer experience Improve customer satisfaction through proactiv
