Senior Customer Service Lead & Trainer

15 hours, 16 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, manage, and support a remote customer service team in daily operations.
  • Monitor team and individual performance against KPIs, QA scores, and service standards.
  • Provide ongoing coaching, mentorship, feedback, and performance management support.
  • Handle escalated customer issues and support complex resolution cases.
  • Own onboarding and training for new hires and ongoing team development.
  • Conduct call reviews, QA evaluations, and coaching sessions to improve performance.
  • Maintain and improve training materials, scripts, SOPs, and service workflows.
  • Track customer service metrics, report operational performance, and share insights with leadership.
  • Collaborate with internal teams to resolve recurring issues and improve processes.
  • Ensure consistent, high-quality support across phone, email, and digital channels.

Requirements

  • 10+ years of customer service leadership or team management experience.
  • Experience managing offshore or distributed customer support teams.
  • Strong spoken and written English communication skills.
  • Experience using customer service software, ticketing systems, and VOIP platforms.
  • Strong coaching, onboarding, and performance management experience.
  • Ability to prioritize and manage multiple responsibilities in a remote environment.
  • Experience supporting U.S.-based customers and service operations, preferred.
  • Background in facility management, energy, home services, SaaS, or tech-enabled businesses, preferred.
  • Experience in startup, scaling, or high-growth operational environments, preferred.
  • Familiarity with QA scorecards, workforce management, or customer support analytics, preferred.

Interested in this position?

Apply directly on the company website

Apply Now

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