Senior Customer Service Lead & Trainer

2 hours, 46 minutes 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 and manage offshore customer service agents in a remote support environment.
  • Monitor team KPIs and daily performance to drive accountability and improvement.
  • Coach team members through structured feedback, call reviews, and performance support.
  • Handle customer escalations and complex service issues.
  • Own onboarding for new hires and ensure they ramp quickly and effectively.
  • Develop and maintain training materials, SOPs, and call scripts.
  • Conduct quality audits and training sessions to standardize service delivery.
  • Maintain high standards across phone, email, and chat support channels.
  • Identify workflow gaps and collaborate cross-functionally to improve processes and systems.
  • Track, report, and document CSAT, response times, resolution rates, productivity, and SOP adherence.

Requirements

  • 10+ years of experience in customer service leadership.
  • Proven experience managing remote or offshore teams.
  • Strong English communication skills, both verbal and written.
  • Experience with customer support platforms such as Zendesk, Freshdesk, or Salesforce Service Cloud.
  • Experience with VOIP or call systems.
  • Ability to manage priorities effectively in a remote environment.
  • Experience supporting U.S.-based customers (preferred).
  • Background in facility management, energy, or tech-enabled services (preferred).
  • Experience in startups or scaling teams (preferred).
  • Experience building training programs from scratch (preferred).

Benefits

  • Full-time remote role.
  • Working hours aligned to U.S. business hours (EST).
  • Opportunity to build and scale training systems.
  • High ownership of team performance and outcomes.
  • Direct impact on customer experience and retention.
  • Growth path into senior operations or CX leadership roles.
  • Leadership visibility and influence across operations.

Interested in this position?

Apply directly on the company website

Apply Now

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