Senior Customer Service Lead & Trainer

1 month ago
Full-time
Lead
Customer and Technical Support
Pavago

Pavago

Pavago specializes in connecting small and medium-sized businesses with skilled offshore talent from Pakistan and Latin America, offering a streamlined recruitment process that enables the hiring, onboarding, and payment of remote employees at signific...

IT Services
Founded 2023

Description

  • Lead, manage, and support offshore and remote customer service agents.
  • Provide regular coaching, feedback, and performance management to improve team productivity.
  • Handle escalations and resolve complex customer interactions as needed.
  • Own onboarding and training programs for new customer service hires.
  • Conduct call reviews, quality checks, and monitor service standards.
  • Maintain and update training materials, scripts, and documentation.
  • Ensure consistent customer experience and high satisfaction across phone and digital channels.
  • Track and report performance metrics and service KPIs to drive improvements.
  • Collaborate with internal teams to improve workflows, processes, and service operations.

Requirements

  • 10+ years of experience leading or supervising customer service teams.
  • Experience managing offshore or distributed teams.
  • Availability to work U.S. business hours (EST) and support U.S.-based customers.
  • Strong spoken and written English communication skills.
  • Experience using customer service platforms and VOIP systems.
  • Proven ability to manage priorities and lead teams in a remote setting.
  • Strong leadership, coaching, and performance management skills.
  • Organized, reliable, adaptable, and able to stay calm under pressure.
  • Preferred: background supporting U.S.-based customers and experience in facility management, energy, or tech-enabled services.
  • Preferred: experience working in startup or scaling environments.

Interested in this position?

Apply directly on the company website

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