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
What Makes You a Perfect Fit
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
What Does a Typical Day Look Like?
You will:
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
Key Metrics for Success (KPIs)
Customer satisfaction and service quality
Team productivity and performance
Training effectiveness and onboarding success
Escalation resolution and process adherence
How to Apply
Interested and qualified candidates should apply online via the Pavago application portal at Workable by following this link: https://apply.workable.com/pavago/
