Senior Customer Service Lead & Trainer

Pavago’s client is seeking a Senior Customer Service Lead & Trainer to manage and develop a remote customer support team serving U.S.-based customers. This full-time, remote role requires leadership beyond traditional customer service duties, including ownership of team performance, employee training, quality assurance, escalations, and overall customer experience. The ideal candidate will ensure the team consistently delivers professional, efficient, and high-quality support across phone, email, chat, and other digital channels. Using coaching and performance data, you will drive continuous improvement and maintain strong service standards.

Key Responsibilities

Team Leadership & Performance: Lead and manage a distributed customer service team by monitoring productivity, quality, attendance, and KPIs. Conduct regular one-on-one coaching and performance reviews, providing clear, actionable feedback. Hold team members accountable to service and productivity standards, identify performance gaps, implement improvement plans, and track progress. Foster a consistent, accountable, and high-performing remote team culture.

Training & Onboarding: Own onboarding and training for new hires. Develop and maintain training materials, Standard Operating Procedures (SOPs), call scripts, customer service guidelines, and quality standards. Conduct structured training and coaching sessions, review calls to identify training opportunities, and ensure new hires are fully prepared before handling customers independently. Continuously improve training programs based on recurring performance gaps.

Quality Assurance & Coaching: Perform regular call reviews and QA evaluations to monitor adherence to scripts, processes, and customer experience standards. Identify recurring quality issues and coach agents on communication, professionalism, problem-solving, customer handling, and process adherence. Track improvements following coaching and maintain consistent QA standards across the operation.

Customer Experience & Escalations: Manage complex or escalated customer concerns professionally across phone, email, chat, and other digital channels. Maintain high standards for tone, responsiveness, and professionalism. Identify recurring customer pain points, recommend improvements, resolve operational issues affecting satisfaction, and support agents in difficult situations.

Customer Support Operations & Reporting: Track and report on customer satisfaction, response times, resolution rates, agent productivity, QA scores, and training performance. Maintain accurate documentation and operational records. Utilize customer service platforms, VOIP systems, ticketing tools, and reporting systems effectively. Identify trends and collaborate with other departments to resolve recurring issues.

Required Qualifications

- Over 10 years of experience in customer service leadership, support supervision, or customer operations management
- Proven ability to manage remote and/or offshore customer service teams
- Strong skills in employee coaching, training, and performance management
- Experience conducting call reviews and quality assurance evaluations
- Expertise in escalation management and customer problem-solving
- Excellent spoken and written English communication skills
- Strong organizational and multitasking abilities
- Proficiency with customer support platforms, VOIP systems, ticketing systems, and digital communication tools
- Comfortable working independently in a remote environment
- Availability to work U.S. EST business hours

Preferred Qualifications and Benefits

Experience supporting U.S.-based customers is highly desirable, along with backgrounds in facility management, energy, or tech-enabled services. Candidates with experience in startup or high-growth environments, scaling customer support teams, and developing SOPs, QA scorecards, training programs, and coaching frameworks will stand out.

This role offers significant ownership over customer service quality and team performance, direct influence on training and coaching methods, and the opportunity to shape QA standards within a growing remote support environment. Career growth opportunities include advancement to Customer Support Manager, Head of Customer Experience, Training & Quality Manager, or Customer Operations Leadership roles.

If you have extensive customer service leadership experience and enjoy coaching teams, improving service quality, and building accountable support operations, this position offers a chance to lead a remote team where your leadership will directly impact agent performance and customer satisfaction.