Senior Customer Service Lead Trainer

💼 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.