Senior Customer Service Lead & Trainer

Senior Customer Service Lead & Trainer – Team Leadership & Customer Experience | Remote
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (EST)
About the Role
At Pavago, one of our clients is hiring an experienced Senior Customer Service Lead & Trainer to lead, coach, and develop a remote customer support team serving U.S.-based customers.
This is more than a traditional customer service position. You’ll take ownership of team performance, employee training, quality assurance, escalations, and overall customer experience.
You’ll ensure agents consistently deliver professional, efficient, and high-quality support across phone, email, chat, and other digital channels while using coaching and performance data to continuously improve the team.
If you’re an experienced customer service leader who knows how to develop people, improve performance, maintain accountability, and build strong service standards, this role is a strong fit.
What You’ll Own
Team Leadership & Performance

Lead and manage a distributed customer service team

Monitor agent productivity, quality, attendance, and KPI performance

Conduct regular one-on-one coaching and performance reviews

Provide clear, actionable feedback to improve performance

Hold team members accountable to service and productivity standards

Identify performance gaps and implement improvement plans

Track progress following coaching and corrective actions

Build a consistent, accountable, and high-performing remote team culture

Training & Onboarding

Own onboarding and training for new customer service hires

Develop and maintain:

Training materials

Standard Operating Procedures (SOPs)

Call scripts

Customer service guidelines

Quality standards

Conduct structured training and coaching sessions

Review calls and customer interactions to identify training opportunities

Ensure new hires are fully prepared before independently handling customers

Continuously improve training programs based on recurring performance gaps

Quality Assurance & Coaching

Conduct regular call reviews and QA evaluations

Monitor adherence to scripts, processes, and customer experience standards

Identify recurring quality issues across the team

Coach agents on:

Communication

Professionalism

Problem-solving

Customer handling

Process adherence

Track improvement following coaching sessions

Maintain consistent QA standards across the customer support operation

Customer Experience & Escalations

Handle complex or escalated customer concerns professionally

Ensure customers receive consistent support across:

Phone

Email

Chat

Other digital communication channels

Maintain high standards for tone, responsiveness, and professionalism

Identify recurring customer pain points and recommend improvements

Help resolve operational issues affecting customer satisfaction

Support agents in navigating difficult or sensitive customer situations

Customer Support Operations & Reporting

Track and report on:

Customer satisfaction

Response times

Resolution rates

Agent productivity

QA scores

Training performance

Maintain accurate documentation and operational records

Use customer service platforms, VOIP systems, ticketing tools, and reporting systems effectively

Identify trends and recurring performance issues through support data

Collaborate with other departments to resolve recurring customer or operational issues

Requirements

10+ years of experience in customer service leadership, support supervision, or customer operations management

Proven experience managing remote and/or offshore customer service teams

Strong experience with employee coaching, training, and performance management

Experience conducting call reviews and quality assurance evaluations

Strong escalation management and customer problem-solving skills

Excellent spoken and written English

Strong organizational and multitasking abilities

Experience working with:

Customer support platforms

VOIP systems

Ticketing systems

Digital communication tools

Comfortable working independently in a remote environment

Ability to work U.S. EST business hours

Nice to Have

Experience supporting U.S.-based customers

Background in:

Facility Management

Energy

Tech-enabled services

Experience working in startup or high-growth environments

Experience scaling customer support teams

Strong knowledge of KPI-driven customer service operations

Experience developing:

SOPs

QA scorecards

Training programs

Coaching frameworks

What Makes You a Strong Fit
You’ll likely thrive in this role if you:

Know how to lead and develop people, not simply supervise them

Can give direct, constructive feedback professionally

Hold team members accountable while maintaining strong morale

Stay calm and solutions-focused during difficult escalations

Have high standards for customer communication and service quality

Understand how to use QA and performance data to improve agent performance

Are highly organized and consistent with follow-through

Can effectively manage a distributed team without constant oversight

Know how to turn recurring performance issues into structured coaching and training opportunities

What a Typical Day Looks Like
Your day may start by reviewing team performance, attendance, customer service KPIs, and any outstanding escalations.
You’ll listen to calls, complete QA evaluations, coach agents on communication and performance, and conduct onboarding or training sessions where needed.
Throughout the day, you may handle escalated customer concerns, review response and resolution times, identify recurring service issues, update SOPs or scripts, and coordinate with internal teams on operational improvements.
You’ll also monitor agents requiring additional coaching and ensure improvement plans are producing measurable results.
In short: you ensure the customer service team is well-trained, accountable, consistent, and capable of delivering an excellent customer experience.
Key Metrics for Success

Customer Satisfaction (CSAT)

Quality assurance scores

Response and resolution times

Agent productivity

Training and onboarding effectiveness

Escalation resolution rates

Process and SOP adherence

Performance improvement following coaching

Overall team reliability and consistency

Why This Role Stands Out

High ownership over customer service quality and team performance

Direct influence on how agents are trained, coached, and developed

Opportunity to shape QA standards and training systems

Leadership responsibility within a growing remote support environment

Strong visibility across operations and customer experience

Career growth opportunities into:

Customer Support Manager

Head of Customer Experience

Training & Quality Manager

Customer Operations Leadership

Interview Process

Initial Application

Spark Hire One-Way Video Interview

Video Interview with Pavago Recruiter

Practical Assessment

Client Interview

Offer & Onboarding

Spark Hire Video Interview – Required
As part of the application process, all candidates are required to complete a one-way video interview through Spark Hire.
After completing the first step of your application, you’ll receive a Spark Hire invitation by email with instructions to record and submit your video responses.
Completion of the Spark Hire video is required to be considered for the next stage. Please check your inbox as well as your spam or junk folder for the invitation.
Apply Now
If you have extensive customer service leadership experience and enjoy coaching teams, improving service quality, developing training programs, and building accountable support operations, we’d love to hear from you.
Apply today and take ownership of a remote customer service team where your leadership will directly influence both agent performance and the customer experience.
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Originally posted on Himalayas