Senior Customer Service Lead & Trainer at Pavago

About the Role


We're hiring a Senior Customer Service Lead & Trainer to lead, coach, and scale a remote customer service team supporting U.S.-based customers.
This is not just a supervisory role — you will own team performance, training systems, and service quality.
You'll be responsible for turning a group of agents into a high-performing, consistent, and accountable team.
If you've led remote teams, built training systems, and improved performance — this role is built for you.


What You'll Own
Team Leadership & Performance Management (Core Responsibility)


Lead and manage offshore customer service agents
Monitor team KPIs and daily performance
Provide structured coaching and feedback
Handle escalations and complex customer issues
Drive accountability and performance improvement


Training & Onboarding (Critical)


Own onboarding process for all new hires
Develop and maintain:
Training materials
SOPs
Call scripts
Conduct:
Call reviews
Quality audits
Coaching sessions
Ensure new hires ramp quickly and effectively


Quality Assurance & Customer Experience


Maintain high standards across:
Phone support
Email/chat channels
Ensure consistency in tone, accuracy, and service quality
Improve CSAT and customer experience outcomes
Standardize service delivery across the team


Operations & Process Improvement


Identify gaps in workflows and customer experience
Work cross-functionally to improve systems and processes
Reduce escalations through better training and systems
Build scalable support processes


Tools, Reporting & Documentation


Use customer service platforms and VOIP systems
Track and report on:
CSAT
Response times
Resolution rates
Agent productivity
Ensure accurate documentation and SOP adherence


What Makes You a Strong Fit


You are a leader first, not just a manager
You know how to coach and improve people
You care deeply about customer experience and quality
You are structured, organized, and process-driven
You stay calm and decisive under pressure


Required Experience & Skills


10+ years experience in customer service leadership
Proven experience managing remote/offshore teams
Strong English communication (verbal + written)
Experience with:
Customer support platforms (e.g., Zendesk, Freshdesk, Salesforce Service Cloud)
VOIP/call systems
Strong ability to manage priorities in a remote environment


Nice to Have


Experience supporting U.S.-based customers
Background in:
Facility management
Energy
Tech-enabled services


Experience in:


Startups
Scaling teams
Experience building training programs from scratch


What a Typical Day Looks Like


Review team performance and KPIs
Coach agents and provide feedback
Conduct call reviews and QA checks
Support onboarding and training sessions
Handle escalations and complex cases
Collaborate with internal teams on improvements


In short:
You ensure the team performs at a high, consistent level — every day.

Key Metrics (KPIs)


Customer satisfaction (CSAT) and service quality
Team productivity and performance metrics
Training effectiveness and onboarding success
Escalation resolution speed and quality
Process adherence and consistency