As a Senior Customer Service Lead & Trainer at Pavago, you will be responsible for leading and supporting offshore customer service agents while maintaining high standards of service quality. This role combines team leadership, quality assurance, and training development to ensure a seamless customer experience across all communication channels.
Responsibilities
Team Leadership & Performance
Lead, manage, and support offshore customer service agents to ensure operational excellence.
Monitor team performance and provide regular coaching and feedback to drive improvement.
Handle escalations and manage complex customer interactions when necessary.
Training & Onboarding
Own the onboarding and training process for all new customer service hires.
Conduct regular call reviews and quality checks to maintain high service standards.
Develop and maintain comprehensive training materials, scripts, and service standard documentation.
Customer Experience & Operations
Ensure high-quality customer support is delivered consistently across phone and digital channels.
Maintain service consistency and focus on driving customer satisfaction (CSAT).
Collaborate with internal teams to refine and improve workflows and operational processes.
Tool, Reporting & Documentation
Utilize customer service and communication tools (including VOIP systems) effectively.
Track performance metrics and service Key Performance Indicators (KPIs).
Ensure accurate documentation and adherence to company processes.
What Makes You a Perfect Fit
Strong leadership and coaching skills with a focus on professional development.
A customer-first mindset with a sharp attention to detail and quality.
Highly organized, reliable, and comfortable managing remote/distributed teams.
Confident communicator with a calm approach even under pressure.
Adaptable and thrive in fast-paced environments.
Required Experience & Skills
10+ years of experience leading or supervising customer service teams.
Experience managing offshore or distributed teams is mandatory.
Strong spoken and written English communication skills.
Experience using customer service platforms and VOIP systems.
Ability to manage priorities effectively in a remote setting.
Interested and qualified candidates should apply online through the Pavago application portal on Workable via this link: https://www.myjobmag.co.ke/apply-now/1151357. This will redirect you to the Workable application page.
