[Hiring] Senior Customer Service Lead & Trainer @Pavago

Role Description

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

Qualifications

• Strong leadership and coaching skills
• Customer-first mindset with attention to quality
• Organized, reliable, and comfortable managing remote teams
• Confident communicator with a calm approach under pressure
• Adaptable in fast-paced environments

Requirements

• 10+ years of experience leading or supervising customer service teams
• Experience managing offshore or distributed teams
• Strong spoken and written English communication skills
• Experience using customer service platforms and VOIP systems
• Ability to manage priorities in a remote setting

Ideal Experience & Skills

• Experience supporting U.S.-based customers
• Background in facility management, energy, or tech-enabled services
• Experience in startup or scaling environments

What Does a Typical Day Look Like?

• Support and coach customer service agents
• Review calls and performance metrics
• Assist with onboarding and training
• Handle escalations and service issues
• Collaborate with internal teams

In essence: you ensure the team performs consistently while delivering a strong customer experience.

Key Metrics for Success (KPIs)

• Customer satisfaction and service quality
• Team productivity and performance
• Training effectiveness and onboarding success
• Escalation resolution and process adherence

Interview Process

• Initial Phone Screen
• Video Interview with Pavago Recruiter
• Practical Assessment
• Client Interview
• Offer & Onboarding