Senior Customer Service Lead & Trainer

1 hour, 37 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, support, and manage a remote customer service team.
  • Monitor daily team performance, service quality, response times, and productivity trends.
  • Conduct regular coaching sessions, performance reviews, and actionable feedback for agents.
  • Handle escalated customer interactions professionally and effectively.
  • Own onboarding and training processes for new hires.
  • Develop and maintain training materials, SOPs, scripts, call standards, and support documentation.
  • Conduct call reviews, QA evaluations, and coaching sessions.
  • Collaborate with internal teams and leadership to improve workflows and reduce friction.
  • Track, analyze, and report customer service KPIs and team performance metrics.
  • Maintain accurate documentation and ensure adherence to operational processes and quality benchmarks.

Requirements

  • 10+ years of customer service leadership or supervisory experience.
  • Experience managing offshore or distributed customer service teams.
  • Strong spoken and written English communication skills.
  • Experience using customer service platforms, ticketing systems, VOIP tools, and communication software.
  • Strong coaching, mentoring, and performance management abilities.
  • Ability to manage priorities independently in a remote environment.
  • Experience supporting U.S.-based customers (preferred).
  • Background in facility management, energy, SaaS, or tech-enabled services (preferred).
  • Startup or high-growth operational experience (preferred).
  • Experience building or improving customer service training systems (preferred).

Benefits

  • Full-time remote role.
  • Work U.S. business hours (EST).
  • Remote flexibility with long-term growth potential.
  • Opportunity to lead and shape a remote customer support operation.
  • Direct impact on customer experience and team performance.
  • Work closely with leadership in a growing environment.

Interested in this position?

Apply directly on the company website

Apply Now

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