Senior Customer Service Lead & Trainer (Team Leadership, QA & Training) – Remote | EST

Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (EST)

About the Role

We’re hiring a Senior Customer Service Lead & Trainer to lead, coach, and scale a remote customer service team supporting U.S.-based customers.

This is not just a supervisory role — you will own team performance, training systems, and service quality.

You’ll be responsible for turning a group of agents into a high-performing, consistent, and accountable team.

If you’ve led remote teams, built training systems, and improved performance — this role is built for you.

What You’ll Own

Team Leadership & Performance Management (Core Responsibility)

Lead and manage offshore customer service agents
Monitor team KPIs and daily performance
Provide structured coaching and feedback
Handle escalations and complex customer issues
Drive accountability and performance improvement

Training & Onboarding (Critical)

Own onboarding process for all new hires
Develop and maintain:

Training materials
SOPs
Call scripts

Conduct:

Call reviews
Quality audits
Coaching sessions

Ensure new hires ramp quickly and effectively

Quality Assurance & Customer Experience

Maintain high standards across:

Phone support
Email/chat channels

Ensure consistency in tone, accuracy, and service quality
Improve CSAT and customer experience outcomes
Standardize service delivery across the team

Operations & Process Improvement

Identify gaps in workflows and customer experience
Work cross-functionally to improve systems and processes
Reduce escalations through better training and systems
Build scalable support processes

Tools, Reporting & Documentation

Use customer service platforms and VOIP systems
Track and report on:

CSAT
Response times
Resolution rates
Agent productivity

Ensure accurate documentation and SOP adherence

What Makes You a Strong Fit

You are a leader first, not just a manager
You know how to coach and improve people
You care deeply about customer experience and quality
You are structured, organized, and process-driven
You stay calm and decisive under pressure

Required Experience & Skills

10+ years experience in customer service leadership
Proven experience managing remote/offshore teams
Strong English communication (verbal + written)
Experience with:

Customer support platforms (e.g., Zendesk, Freshdesk, Salesforce Service Cloud)
VOIP/call systems

Strong ability to manage priorities in a remote environment

Nice to Have

Experience supporting U.S.-based customers
Background in:

Facility management
Energy
Tech-enabled services

Experience in:

Startups
Scaling teams

Experience building training programs from scratch

What a Typical Day Looks Like

Review team performance and KPIs
Coach agents and provide feedback
Conduct call reviews and QA checks
Support onboarding and training sessions
Handle escalations and complex cases
Collaborate with internal teams on improvements

In short:
You ensure the team performs at a high, consistent level — every day.

Key Metrics (KPIs)

Customer satisfaction (CSAT) and service quality
Team productivity and performance metrics
Training effectiveness and onboarding success
Escalation resolution speed and quality
Process adherence and consistency

Why This Role Stands Out

High ownership of team performance and outcomes
Direct impact on customer experience and retention
Opportunity to build and scale training systems
Leadership visibility and influence across operations
Growth path into senior operations or CX leadership roles

Interview Process

Initial Phone Screen
Video Interview with Pavago Recruiter
Practical Assessment (training/QA scenario)
Client Interview
Offer & Onboarding

Apply Now

If you:

Have led remote customer service teams
Know how to coach, train, and improve performance
Thrive in fast-paced, high-accountability environments

This role is a strong fit.

Senior Customer Service Lead & Trainer