[Hiring] Senior Customer Service Lead & Trainer @Pavago

Role Description

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.

Qualifications

• 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, and digital communication tools
• Comfortable working independently in a remote environment
• Ability to work U.S. EST business hours

Requirements

• Experience supporting U.S.-based customers
• Background in Facility Management, Energy, or 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, and coaching frameworks

Benefits

• 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, and Customer Operations Leadership

Interview Process

• Initial Application
• Spark Hire One-Way Video Interview
• Video Interview with Pavago Recruiter
• Practical Assessment
• Client Interview
• Offer & Onboarding

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.

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.