We are seeking a Senior Customer Service Lead & Trainer to lead and support a remote customer service team serving U.S.-based customers. This role focuses on team leadership, training, performance management, and service quality. You will be responsible for onboarding new hires, coaching existing team members, monitoring KPIs, and ensuring a consistent and professional customer experience across all support channels.
Responsibilities
Team Leadership & Performance
Lead, manage, and support offshore customer service agents.
Monitor team performance and provide regular coaching and feedback.
Handle escalations and complex customer interactions when needed.
Training & Onboarding
Own onboarding and training for new customer service hires.
Conduct call reviews and quality checks.
Maintain training materials, scripts, and service standards.
Customer Experience & Operations
Ensure high-quality customer support across phone and digital channels.
Maintain service consistency and customer satisfaction.
Work with internal teams to improve workflows and processes.
Tool, Reporting & Documentation
Use customer service and communication tools effectively.
Track performance metrics and service KPIs.
Ensure accurate documentation and process adherence.
Requirements
Experience: Minimum of 10 years leading or supervising customer service teams.
Education: BA/BSc/HND qualification.
Team Management: Experience managing offshore or distributed teams.
Communication: Exceptional spoken and written English communication skills.
Technical Skills: Experience using customer service platforms and VOIP systems.
Environment: Ability to manage priorities effectively in a remote setting.
Soft Skills: Strong leadership, customer-first mindset, organized, reliable, and adaptable in fast-paced environments.
Ideal (Preferred) Experience
Experience supporting U.S.-based customers.
Background in facility management, energy, or tech-enabled services.
Experience in startup or scaling environments.
Success Metrics (KPIs)
Customer satisfaction and service quality.
Team productivity and performance.
Training effectiveness and onboarding success.
Escalation resolution and process adherence.
How to Apply
Interested and qualified candidates should apply online via the following application link: Pavago Career Portal which redirects to the official application page on Workable.
