Senior Customer Service Lead & Trainer

9 hours, 26 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 agent productivity, service quality, and KPI performance.
  • Conduct regular coaching sessions, performance reviews, and feedback discussions.
  • Own onboarding and training for new customer service hires.
  • Develop and maintain training materials, SOPs, scripts, and customer service standards.
  • Conduct call reviews, quality assurance checks, and performance evaluations.
  • Handle escalated customer concerns and complex service issues.
  • Track and report on customer satisfaction, response times, resolution rates, productivity, and QA performance.
  • Ensure accurate documentation and adherence to internal processes.
  • Collaborate with internal departments to improve workflows, standards, and operations.

Requirements

  • 10+ years of experience in customer service leadership, support team supervision, or customer operations management.
  • Proven experience managing offshore teams and distributed remote support environments.
  • Strong spoken and written English communication skills.
  • Excellent coaching, people management, and escalation-handling skills.
  • Strong organizational, multitasking, and workflow prioritization abilities.
  • Experience using customer support platforms, VOIP systems, and ticketing/communication tools.
  • Comfortable working independently in a remote environment.
  • Experience supporting U.S.-based customers (preferred).
  • Background in facility management, energy, or tech-enabled services (preferred).
  • Experience in startup environments, scaling operational teams, or KPI-driven support organizations (preferred).

Benefits

  • Full-time remote role.
  • Work schedule aligned to U.S. business hours (EST).
  • Opportunity to own training systems and support standards.
  • Direct impact on customer experience and team performance.
  • Growth opportunities into Customer Support Manager, Head of Customer Experience, Operations Leadership, or Training & Quality Management.

Interested in this position?

Apply directly on the company website

Apply Now

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